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Engineering Manager - CX/CCaaS Platform at Sangoma. Engineering Manager – CX/CCaaS Platform . Empowering Businesses with Essential Communications. At Sangoma, we build the technology that keeps businesses connected. From UCaaS and CCaaS to real-time communications infrastructure, our platforms power millions of conversations worldwide every day.. Our engineering teams operate with a foundation of trust, autonomy, and accountability. We move with purpose, collaborate cross-functionally, and take ownership of outcomes—not just output.. 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.. This role can be based in US, Canada or Medellin Columbia. . Your Role. 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. Your Background. 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. . 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 . . What Success Looks Like. Your team consistently delivers high-quality, scalable features that improve customer and agent experience . Engineers on your team grow in capability, ownership, and impact . Services owned by your team are reliable, observable, and continuously improving . You influence both technical direction and team culture across the organization. Company Location: Colombia.