[Hiring] Engineering Manager - CX/CCaaS Platform @Sangoma

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Extended Healthcare Plan (Medical, Disability, Dental & Vision).
• RPP - Group RRSP.
• Group Life - AD&D - Critical Illness Insurance.
• Paid Time Off Benefits.
• Work From Home - Flexible hours.
• Entrepreneurial work environment partnered with high growth career opportunities.