Engineering Manager – CX/CCaaS Platform

This is a fully remote position, open to applicants in Texas.

📋 Description

• Lead engineering teams focused on customer experience (CX) and Contact Center as a Service (CCaaS) across software and infrastructure, ensuring the reliability, performance, and scalability of Sangoma’s customer experience platforms while facilitating the successful rollout of new features and services.

• Collaborate closely with Product Management to establish team objectives, align priorities, and convert business requirements into actionable engineering strategies.

• Build, mentor, and nurture high-performing engineering teams through regular one-on-one meetings, performance evaluations, and structured career development plans.

• Oversee agile delivery processes, encompassing sprint planning, daily stand-ups, retrospectives, and status reporting to ensure consistent execution and transparency.

• Establish and advocate for engineering best practices, including reproducibility, observability, automation, and infrastructure as code.

• Remain actively involved in the design, development, and delivery of high-quality, scalable, and maintainable code.

• Lead and engage in code reviews, promoting 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.

• Enhance system observability, monitoring, and alerting to proactively identify and resolve issues in production environments.

• Take ownership of 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 resolutions and continuous improvement.

• Participate in an on-call rotation and manage after-hours maintenance activities as necessary to support platform stability and uptime.

⛳️ Requirements

• A minimum of 5 years of experience in software engineering, infrastructure engineering, site reliability engineering (SRE), or platform engineering within a production environment.

• Proven leadership skills with a history of driving initiatives and achieving results through others.

• Demonstrated ability to effectively lead, manage, and develop high-performing remote or distributed engineering teams.

• Strong organizational skills with meticulous attention to detail and the capability to manage multiple priorities simultaneously.

• Proficiency in one or more programming languages such as Python or Elixir, along with a solid grasp of software development best practices.

• Practical experience working in Linux or UNIX-based environments, including system-level troubleshooting and performance optimization.

• Experience in designing, querying, and optimizing relational databases such as MySQL or PostgreSQL.

• Significant experience with version control systems, particularly Git, including collaborative workflows (e.g., branching, pull requests).

• Excellent written and verbal communication skills in English, able to clearly articulate technical concepts to both technical and non-technical stakeholders.

• Nice to Have: Familiarity with real-time communications technologies (FreeSWITCH, SIP, WebRTC), exposure to Elixir and Phoenix, experience scaling engineering teams in high-growth settings, and a background in CCaaS, UCaaS, or customer experience platforms.

🏝️ Benefits

• Extensive Benefit Options (Health, Vision, Dental, Long & Short-term Disability) are effective after a brief waiting period.

• Matching 401K program - 100% match on 4%.

• Employee Stock Purchase Plan available after one year of service.

• Flexible Time Off & Company Holidays.

• Entrepreneurial work environment offering high growth career opportunities.