Engineering Manager - CX/CCaaS Platform

Responsibilities

• Lead CX/CCaaS engineering teams across software and infrastructure, ensuring reliability, performance, and scalability of customer experience platforms
• 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
• 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
• Drive enhancements to system observability, monitoring, and alerting
• 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
• Participate in an on-call rotation and oversee after-hours maintenance activities

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 high attention to detail and ability to manage multiple priorities
• Proficiency in one or more programming languages such as Python or Elixir
• 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
• Excellent written and verbal communication skills in English

Nice to Have

• 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