Engineering Manager - CX/CCaaS Platform (Remote)

Role Overview

The Engineering Manager - CX/CCaaS Platform at Sangoma is responsible for leading the development, scalability, reliability, and innovation of Sangoma's Contact Center and Customer Experience platforms. This role requires a strong combination of technical expertise and leadership skills.

Responsibilities

• 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
• 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

• 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