Engineering Manager - CX/CCaaS Platform

Sangoma•Atlanta, GA

About The Position

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

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 Haves

Experience with real-time communications technologies (FreeSWITCH, SIP, WebRTC)
Exposure to Elixir and Phoenix
Experience scaling engineering teams in high-growth environments
Background in CCaaS, UCaaS, or customer experience platforms

Responsibilities

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

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.

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