Engineering Manager - CX​/CCaaS Platform (Remote

Engineering Manager – CX/CCaaS Platform

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.