Engineering Manager – Unified Telephony Platform

About the Role

We're looking for an Engineering Manager who thrives at the intersection of leadership, distributed systems, and real-time communications. You'll lead a team of talented engineers responsible for building and scaling our next-generation Unified Telephony Platform that seamlessly connects Office Phone and Contact Center (CCaaS) capabilities into a single, cloud-native communications layer.

In this role, you won't just oversee execution—you'll remain deeply involved in architecture, technical design, and code reviews while guiding the team through complex telephony challenges. You'll help build systems that power SIP-based calling, IP PBX functionality, carrier integrations, intelligent call routing, voicemail, presence, and AI-powered communications experiences.

The platform you help shape will be foundational to how financial institutions communicate with customers across voice channels. You'll work closely with Product, Infrastructure, and AI teams to deliver highly available, scalable, and reliable communication services that handle millions of interactions while maintaining exceptional call quality and uptime.

As part of our AI-augmented engineering culture, you'll leverage modern AI tools to improve software development productivity, automate testing, accelerate delivery, and enhance system reliability.

Location: Remote

Job Responsibilities

Lead by Example

Remain hands-on with system design, architecture reviews, technical decision-making, and code reviews while guiding the team toward engineering excellence.

Own the Telephony Platform

Architect, build, and scale core telephony services including SIP signaling, media handling, IP PBX capabilities, call routing, extension dialing, voicemail, presence, and contact center integrations.

Build Highly Available Communication Systems

Design and operate carrier-grade systems with a focus on call quality, uptime, latency, reliability, and fault tolerance.

Drive Telephony Architecture

Partner closely with Product and Infrastructure teams to evolve the Unified Telephony Platform, including carrier integrations, SIP trunking, PSTN connectivity, and cloud communications architecture.

Deliver Intelligent Call Routing

Lead the development of routing capabilities that seamlessly connect contact center queues, office users, IVRs, extensions, and AI-powered voice workflows.

Collaborate Across Teams

Work closely with Product Management, AI, Infrastructure, Customer Success, and Support teams to deliver seamless customer experiences.

Make AI Your Ally

Leverage AI-powered development tools and automation to improve engineering productivity, testing coverage, operational efficiency, and software quality.

Build for Scale

Ensure systems remain observable, resilient, performant, and secure as platform adoption and call volumes continue to grow.

Raise Engineering Standards

Institute architecture reviews, reliability practices, testing gates, CI/CD standards, security controls, performance benchmarking, and operational excellence.

Grow and Inspire the Team

Hire, mentor, and develop engineers while fostering a culture of ownership, innovation, collaboration, and continuous learning.

Qualifications

Experience

• 10+ years of software development experience, including at least 2+ years in a hands-on engineering leadership role.
• Proven experience building and scaling cloud-based telephony, UCaaS, CCaaS, or communications platforms.
• Experience leading teams responsible for highly available, distributed systems operating at scale.
• Product company experience strongly preferred.

Telephony & Communications Expertise

• Strong understanding of SIP, VoIP, RTP, WebRTC, PSTN, SIP trunking, and carrier integrations.
• Experience with IP PBX platforms, contact center technologies, call routing systems, IVRs, queues, and telephony infrastructure.
• Familiarity with telephony compliance requirements, call recording, security, and telecom regulations.
• Understanding of call quality monitoring, latency management, and communication system observability.

Technical Expertise

• Expertise designing scalable distributed systems, microservices architectures, event-driven systems, observability frameworks, and CI/CD pipelines.
• Strong proficiency in Golang and experience leading backend engineering teams.
• Experience building real-time communication systems and cloud-native architectures.
• Familiarity with technologies such as FreeSWITCH, Asterisk, Kamailio, OpenSIPS, Twilio, Amazon Connect, Genesys, or similar telephony platforms is highly desirable.

AI & Modern Engineering Practices

• Proven use of AI-assisted engineering tools such as GitHub Copilot, Cursor, Windsurf, or similar productivity platforms.
• Experience integrating AI-powered voice solutions, conversational AI, speech analytics, or intelligent automation is a strong plus.
• Practical experience with Python is beneficial.

Leadership & Execution

• Ability to thrive in ambiguity and convert evolving business needs into clear engineering plans.
• Strong customer-first mindset with a focus on business impact and operational excellence.
• Decisive, action-oriented leadership style with a track record of delivering in fast-paced environments.
• Excellent communication skills with the ability to bridge technical and non-technical stakeholders.

Culture & Team Building

• Passion for building and mentoring high-performing engineering teams.
• Experience fostering a culture of accountability, experimentation, continuous improvement, and technical excellence.