Engineering Team Lead - CX/CCaaS Platform(Remote)

Sangoma•Austin, TX

2d•Remote

About The Position

Sangoma is seeking an experienced Engineering Team Lead – CX/CCaaS Platform to provide technical leadership for their Contact Center and Customer Experience engineering team. This role is for a senior engineer who enjoys solving complex technical challenges, mentoring teammates, driving engineering excellence, and delivering high-quality cloud communications solutions. The Team Lead will remain hands-on in development while serving as the technical leader for their team. They will collaborate closely with Engineering Management, Product Management, and cross-functional teams to deliver scalable, reliable, and innovative solutions. The position is remote and can be based in the United States, Canada, or Medellín, Colombia.

Requirements

6+ years of professional software engineering or platform development experience.
Previous experience serving as a Technical Lead, Team Lead, Senior Software Engineer, or similar role.
Experience working within CCaaS, CX, UCaaS, telecommunications, real-time communications, or customer-facing SaaS environments.
Strong software engineering background with experience building modern distributed applications.
Experience with one or more programming languages such as Python, Elixir, Java, Go, or Node.js.
Experience designing and developing cloud-native applications, APIs, and microservices.
Experience working in Linux/Unix environments.
Experience with PostgreSQL, MySQL, or similar relational databases.
Experience with Git, CI/CD pipelines, automated testing, and Agile development practices.
Bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent practical experience.
Strong communication skills with a passion for mentoring engineers and collaborating across technical teams.
Must be authorized to work in the United States on a full-time basis for any employer.

Nice To Haves

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 Elixir is highly desirable.
Experience with AWS, Azure, or Google Cloud.
Experience with Kubernetes, Docker, Infrastructure as Code, and observability platforms.

Responsibilities

Lead the day-to-day technical direction for a team of software engineers.
Serve as the primary technical mentor, providing coaching, code reviews, and guidance to team members.
Contribute directly to software design, architecture, development, debugging, and production support.
Collaborate with Product Management to refine requirements, estimate work, and deliver customer-focused solutions.
Help prioritize work, remove technical roadblocks, and support sprint planning and execution.
Drive the development and continuous improvement of Sangoma's CX and CCaaS platforms with a focus on scalability, reliability, and performance.
Participate in architecture discussions and promote engineering best practices across the team.
Champion modern software development practices, including CI/CD, automated testing, Infrastructure as Code, and observability.
Support production operations by assisting with troubleshooting, root cause analysis, and continuous platform improvements.
Work closely with Product, Customer Success, Professional Services, Support, Security, and Infrastructure teams to deliver exceptional customer experiences.
Assist Engineering Management with technical planning, onboarding, and mentoring new engineers.