Engineering Manager – CX/CCaaS Platform
Sangoma
full-time
Posted on:
Location Type: Remote
Location: Texas • United States
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About the 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
- Minimum of 5 years of experience in software engineering, infrastructure engineering, site reliability engineering (SRE), or platform engineering within a production environment
- Demonstrated leadership capability with a track record of driving initiatives and delivering results through others
- Proven ability to effectively lead, manage, and develop high-performing remote or distributed engineering teams
- Strong organizational skills with a high level of attention to detail and the ability to manage multiple priorities simultaneously
- Proficiency in one or more programming languages such as Python or Elixir, with a solid understanding of software development best practices
- Hands-on experience working in Linux or UNIX-based environments, including system-level troubleshooting and performance optimization
- Experience designing, querying, and optimizing relational databases such as MySQL or PostgreSQL
- Strong experience with version control systems, particularly Git, including collaborative workflows (e.g., branching, pull requests)
- Excellent written and verbal communication skills in English, with the ability to clearly articulate technical concepts to both technical and non-technical stakeholders
- Nice to Have: Experience with real-time communications technologies (FreeSWITCH, SIP, WebRTC)
- Nice to Have: Exposure to Elixir and Phoenix
- Nice to Have: Experience scaling engineering teams in high-growth environments
- Nice to Have: Background in CCaaS, UCaaS, or customer experience platforms.
Benefits
- Extensive Benefit Options (Health, Vision, Dental, Long & Short-term Disability) are 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
PythonElixirLinuxUNIXMySQLPostgreSQLGitreal-time communicationsFreeSWITCHWebRTC
Soft Skills
leadershiporganizational skillsattention to detailcommunication skillsteam managementmentoringperformance reviewscollaborationproblem-solvingcontinuous improvement