# Engineering Manager - CX/CCaaS Platform

**Company:** [Sangoma](https://hotfix.jobs/companies/sangoma)
**Location:** Remote
**Role:** Engineering Management
**Experience:** 5+ years
**Skills:** Python, Elixir, Linux, MySQL, Postgres, Git, Freeswitch, Sip, Webrtc, Phoenix
**Posted:** 2026-06-17

> Lead engineering teams building and scaling Sangoma's CX/CCaaS platform. Drive reliability, observability, and delivery of VoIP/real-time communications services while mentoring distributed teams.

## Job Description

## 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

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