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Requirements and responsibilities
At Sangoma, we build the technology that keeps businesses connected. From UCaaS and CCaaS to real-time communications infrastructure, our platforms power millions of conversations worldwide every day.Our engineering teams operate with a foundation of trust, autonomy, and accountability. We move with purpose, collaborate cross-functionally, and take ownership of outcomes—not just output.As an Engineering Manager, you will lead a team of senior software and infrastructure engineers in designing and delivering innovative, scalable solutions. You will play a critical role in a highly collaborative and supportive environment, driving the development, reliability, and continuous improvement of the services and infrastructure that power Sangoma’s CX/CCaaS platform.This role can be based in US, Canada or Medellin ColumbiaYour RoleLead 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 servicesPartner closely with Product Management to define team objectives, align on priorities, and translate business requirements into actionable engineering plansBuild, mentor, and develop high-performing engineering teams through regular 1:1s, performance reviews, and structured career growth plansOversee agile delivery processes, including sprint planning, stand-ups, retrospectives, and status reporting to ensure consistent execution and transparencyEstablish and promote engineering best practices, including reproducibility, observability, automation, and infrastructure as codeRemain hands-on contributing to the design, development, and delivery of high-quality, scalable, and maintainable codeLead and participate in code reviews, fostering a culture of continuous improvement, technical excellence, and knowledge sharingDesign, implement, automate, and troubleshoot services within a VoIP/real-time communications environment, ensuring high availability and performanceDrive enhancements to system observability, monitoring, and alerting to proactively identify and resolve issues in production environmentsOwn the reliability and scalability of voice infrastructure, including capacity planning, redundancy, and fault tolerance strategiesLead cross-functional incident response and root cause analysis for escalated issues, ensuring timely resolution and continuous improvementParticipate in an on-call rotation and oversee after-hours maintenance activities as needed to support platform stability and uptimeRequirementsYour BackgroundMinimum of 5 years of experience in software engineering, infrastructure engineering, site reliability engineering (SRE), or platform engineering within a production environmentDemonstrated leadership capability with a track record of driving initiatives and delivering results through othersProven ability to effectively lead, manage, and develop high-performing remote or distributed engineering teamsStrong organizational skills with a high level of attention to detail and the ability to manage multiple priorities simultaneouslyProficiency in one or more programming languages such as Python or Elixir, with a solid understanding of software development best practicesHands-on experience working in Linux or UNIX-based environments, including system-level troubleshooting and performance optimizationExperience designing, querying, and optimizing relational databases such as MySQL or PostgreSQLStrong 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 stakeholdersNice to HaveExperience with real-time communications technologies (FreeSWITCH, SIP, WebRTC)Exposure to Elixir and PhoenixExperience scaling engineering teams in high-growth environmentsBackground in CCaaS, UCaaS, or customer experience platformsWhat Success Looks LikeYour team consistently delivers high-quality, scalable features that improve customer and agent experienceEngineers on your team grow in capability, ownership, and impactServices owned by your team are reliable, observable, and continuously improvingYou influence both technical direction and team culture across the organizationBenefitsWhat We Offer: for Canada OnlyExtended Healthcare Plan (Medical, Disability, Dental & Vision)RPP - Group RRSPGroup Life - AD&D - Critical Illness InsurancePaid Time Off BenefitsWork From Home - Flexible hoursEntrepreneurial work environment partnered with high growth career opportunities.Are you ready to make a direct impact on the company and be rewarded for your performance? Are you ready to take on a new challenge?Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
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