Engineering Team Lead - CX/CCaaS Platform(Remote)

About the role

The Engineering Team Lead - CX/CCaaS Platform position at Sangoma is designed for a senior engineer who excels in solving complex technical challenges, mentoring teammates, and delivering high-quality cloud communications solutions.

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.

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.

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