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