Engineering Manager – CX/CCaaS Platform
Empowering Businesses with Essential Communications
At Sangoma , we build the technology that keeps businesses connected. From UCaaS and CCaaS to real-time communications infrastructure, our platforms power millions of conversations worldwide every day.
Our engineering teams operate with a foundation of trust, autonomy, and accountability. We move with purpose, collaborate cross-functionally, and take ownership of outcomes—not just output.
As an Engineering Manager, you will lead a team of senior software and infrastructure engineers in designing and delivering innovative, scalable solutions. You will play a critical role in a highly collaborative and supportive environment, driving the development, reliability, and continuous improvement of the services and infrastructure that power Sangoma ’s CX/CCaaS platform.
This role can be based in US, Canada or Medellin Columbia
Your Role
- Lead CX/CCaaS engineering teams across software and infrastructure, ensuring the reliability, performance, and scalability of Sangoma ’s customer experience platforms while driving the successful delivery of new features and services
- Partner closely with Product Management to define team objectives, align on priorities, and translate business requirements into actionable engineering plans
- Build, mentor, and develop high-performing engineering teams through regular 1:1s, performance reviews, and structured career growth plans
- Oversee agile delivery processes, including sprint planning, stand-ups, retrospectives, and status reporting to ensure consistent execution and transparency
- Establish and promote engineering best practices, including reproducibility, observability, automation, and infrastructure as code
- Remain hands-on contributing to the design, development, and delivery of high-quality, scalable, and maintainable code
- Lead and participate in code reviews, fostering a culture of continuous improvement, technical excellence, and knowledge sharing
- Design, implement, automate, and troubleshoot services within a VoIP/real-time communications environment, ensuring high availability and performance
- Drive enhancements to system observability, monitoring, and alerting to proactively identify and resolve issues in production environments
- Own the reliability and scalability of voice infrastructure, including capacity planning, redundancy, and fault tolerance strategies
- Lead cross-functional incident response and root cause analysis for escalated issues, ensuring timely resolution and continuous improvement
- Participate in an on-call rotation and oversee after-hours maintenance activities as needed to support platform stability and uptime
Requirements
Your Background