Engineering Manager - CX/CCaaS Platform

Sangoma is a company that builds technology for business communications, and they are seeking an Engineering Manager to lead a team of engineers in delivering scalable solutions for their CX/CCaaS platform. The role involves driving development, reliability, and continuous improvement of services while collaborating closely with product management and mentoring engineering teams.

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

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
• 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