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At Sangoma, we build the technology that keeps businesses connected. Our cloud communications portfolio powers millions of conversations every day through Unified Communications (UCaaS), Contact Center as a Service (CCaaS), SIP Trunking, and Customer Experience (CX) solutions used by organizations worldwide.

We are seeking an experienced Engineering Manager – CX/CCaaS Platform to lead an established global engineering team responsible for the development, scalability, reliability, and innovation of Sangoma's Contact Center and Customer Experience platforms.

This role is ideal for a hands-on engineering leader who combines strong people management skills with the technical depth needed to guide architecture discussions, mentor senior engineers, and drive the successful delivery of cloud-based communications solutions. The successful candidate will have experience leading distributed engineering teams and working within CCaaS, CX, UCaaS, telecommunications, real-time communications, or related SaaS environments.

Location: United States, Canada, or Medellín, Colombia

Your Role

• 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.
• Participate in code reviews and provide technical leadership to engineers and technical leads.
• 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

Your Background

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

Benefits

What We Offer:

• Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period
• Matching 401K program - 100% match on 4%.
• Employee Stock Purchase Plan after one year of service.
• Flexible Time Off & Company Holidays
• Entrepreneurial 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?

Must be authorized to work in the United States on a full-time basis for any employer. No agencies or third-party resumes, please.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.