At Sangoma, we build the technology that keeps businesses connected. Our cloud communications portfolio powers millions of conversations every day through Unified Communications (UCaaS), Contact Center as a Service (CCaaS), SIP Trunking, and Customer Experience (CX) solutions used by organizations worldwide.
We are seeking an experienced Engineering Manager – CX/CCaaS Platform to lead an established global engineering team responsible for the development, scalability, reliability, and innovation of Sangoma's Contact Center and Customer Experience platforms.
This role is ideal for a hands-on engineering leader who combines strong people management skills with the technical depth needed to guide architecture discussions, mentor senior engineers, and drive the successful delivery of cloud-based communications solutions. The successful candidate will have experience leading distributed engineering teams and working within CCaaS, CX, UCaaS, telecommunications, real-time communications, or related SaaS environments.
Location: United States, Canada, or Medellín, Colombia
Your Role
- Lead, mentor, and develop a globally distributed team of software engineers across multiple countries and time zones.
- Foster a culture of accountability, collaboration, innovation, and continuous improvement.
- Partner closely with Product Management to define priorities, align on roadmaps, and deliver customer-focused solutions.
- Lead the development and operation of Sangoma's CX and CCaaS platforms, ensuring scalability, reliability, and performance.
- Guide architecture discussions, technical design reviews, and engineering best practices.
- Participate in code reviews and provide technical leadership to engineers and technical leads.
- Drive the successful delivery of new features, enhancements, integrations, and platform improvements.
- Champion modern software development practices, including CI/CD, automation, testing, observability, and Infrastructure as Code.
- Ensure platform reliability through effective monitoring, incident management, root cause analysis, and operational excellence.
- Collaborate with Product, Customer Success, Professional Services, Support, Security, and Infrastructure teams to deliver exceptional customer experiences.
- Recruit, develop, and retain top engineering talent while supporting career growth and team engagement.
Requirements
Your Background
- 8+ years of software engineering, platform engineering, or related technical experience.
- 5+ years of engineering management experience leading software engineering teams.
- Experience managing remote and globally distributed engineering teams.
- Experience working within CCaaS, CX, UCaaS, telecommunications, real-time communications, or customer-facing SaaS environments.
- Strong software engineering background with experience in modern application development and distributed systems.
- Experience with one or more programming languages such as Python, Elixir, Java, Go, or Node.js.
- Experience with cloud-native architectures, APIs, microservices, and scalable SaaS applications.
- Experience with Linux/Unix environments.
- Experience with PostgreSQL, MySQL, or similar relational databases.
- Experience with Git, CI/CD pipelines, automated testing, and modern software development practices.
- Bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent practical experience.
- Strong communication, leadership, coaching, and stakeholder management skills.
Preferred Qualifications
- Experience with Contact Center and Customer Experience technologies, including omnichannel engagement, intelligent routing, agent desktop applications, analytics, workforce engagement, and CRM integrations.
- Knowledge of SIP, VoIP, WebRTC, call routing, and telecommunications technologies.
- Experience with Asterisk, FreeSWITCH, or similar communications platforms.
- Experience with Elixir and Phoenix.
- Experience with AWS, Azure, or Google Cloud.
- Experience with Kubernetes, Docker, Infrastructure as Code, and observability platforms.
Benefits
What We Offer:
- Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period
- Matching 401K program - 100% match on 4%.
- Employee Stock Purchase Plan after one year of service.
- Flexible Time Off & Company Holidays
- Entrepreneurial work environment partnered with high growth career opportunities
Are you ready to make a direct impact on the company and be rewarded for your performance? Are you ready to take on a new challenge?
Must be authorized to work in the United States on a full-time basis for any employer. No agencies or third-party resumes, please.
Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
Skills Required
- Minimum of 5 years of experience in software engineering, infrastructure engineering, site reliability engineering, or platform engineering within a production environment
- Proficiency in one or more programming languages such as Python or Elixir
- Hands-on experience working in Linux or UNIX-based environments
- Experience designing, querying, and optimizing relational databases such as MySQL or PostgreSQL
- Strong experience with version control systems, particularly Git
- Excellent written and verbal communication skills in English
