Director, Product Engineering

Director, Product Engineering - Sangoma, Carrier Voice

The Director of Product Engineering leads the engineering organization that builds, operates, and evolves the Sangoma Carrier Voice platform. This role owns the engineering execution behind every voice product the business sells, every rate that gets quoted, and every escalation that reaches our largest wholesale customers.

The Director sets the technical direction for the full Carrier Voice product and platform portfolio, including the rate deck program, signaling and trust services, voice platform expansion, AI-driven capabilities, and managed services offerings. They are accountable for delivery, system reliability, customer experience, and the cost and revenue performance of the underlying infrastructure. This is a hands-on leadership role: equal parts product engineering executive, escalation owner, and customer-facing technical authority for tier-one carrier accounts including Vonage, Bandwidth, RingCentral, and other strategic wholesale partners.

Key Responsibilities

Engineering Leadership and Delivery

•      Lead the Carrier Voice product engineering team, including voice engineers, rates analysts, and platform engineers responsible for the day-to-day operation and evolution of the network.

•      Own end-to-end delivery of the active product and platform roadmap, balancing in-flight initiatives against new investments and operational priorities.

•      Establish engineering standards, sprint cadences, and release management practices that bring consistency, predictability, and quality across the team.

•      Partner with Product Management, Sales, and Operations to translate roadmap priorities into engineering plans with clear scope, dependencies, and timelines.

Rate Deck and Routing Strategy

•      Own the rate deck program end to end, including ingestion, validation, optimization, and publication across origination and termination products.

•      Drive least cost routing strategy and execution, ensuring margin discipline while protecting call quality and answer-seizure ratios.

•      Modernize the rating, routing, and pricing toolchain to reduce manual effort, accelerate response to market changes, and improve traceability from cost input to customer-facing rate.

Customer Escalation and Tier-One Account Engineering

•      Serve as the senior engineering point of contact for high-value wholesale customers including Vonage, Bandwidth, RingCentral, and comparable carrier accounts.

•      Triage and direct resolution of customer escalations affecting the Carrier Voice platform, owning the technical narrative from initial impact through post-mortem and corrective action.

•      Build durable engineering relationships with peer technical leaders at our largest customers, positioning Sangoma Carrier Voice as their most responsive and competent wholesale partner.

•      Convert recurring escalation themes into roadmap inputs, ensuring systemic issues are engineered out rather than continually worked around.

Modernization, Performance, and Cost

•      Lead a program of continuous modernization and simplification across the Carrier Voice stack, retiring fragile or duplicative systems and replacing them with platforms that scale.

•      Improve customer experience through measurable gains in provisioning speed, API quality, observability, and self-service capability.

•      Drive network performance improvements across SBC, signaling, and media layers, with clear ownership of call quality, post-dial delay, ASR, and route health metrics.

•      Identify and execute cost optimization opportunities across vendors, infrastructure, and routing, and partner with Product and Finance to convert engineering capability into new revenue streams.

Team, Process, and Cross-Functional Leadership

•      Recruit, develop, and retain a high-performing engineering team. Establish a clear career framework and a culture of ownership, technical rigor, and customer focus.

•      Run the team on a transparent operating cadence: weekly delivery reviews, monthly business reviews, and a quarterly roadmap process tied to Carrier Voice business outcomes.

•      Represent Carrier Voice engineering in cross-functional Sangoma forums covering product, security, compliance, and corporate technology decisions.

•      Establish and foster strong partnerships with other engineering teams across Sangoma to drive AI innovation, eliminate inefficiencies, and accelerate shared technical outcomes.

Requirements

Required Experience

•      Twelve or more years of progressive engineering experience in carrier-grade VoIP, with a track record of leading teams that operate production voice networks at scale.

•      Deep hands-on expertise across SIP, RTP, SBC platforms (Oracle, Ribbon, AudioCodes, or comparable), and least cost routing engines.

•      Demonstrated ownership of large customer relationships at the engineering level, including tier-one wholesale or enterprise voice customers.

•      Proven results in cost reduction, network optimization, and modernization of legacy carrier systems.

•      Experience leading geographically distributed engineering teams using Agile or comparable delivery methodologies.

Preferred Experience

•      Familiarity with STIR/SHAKEN, CNAM, E911 regulatory frameworks (Kari’s Law and RAY BAUM’s Act), and the broader US wholesale voice regulatory landscape.

•      Background in observability tooling (Kibana, Grafana, Wireshark, Oracle OCOM) and modern infrastructure platforms (AWS, Kubernetes).

Education

•      Bachelor’s degree in Engineering, Computer Science, Telecommunications, or a related technical field. Equivalent industry experience considered in lieu of degree.

Success Measures

Performance in this role is measured against outcomes that matter to Carrier Voice as a business:

•      Delivery. On-time, in-scope completion of the committed product and platform roadmap.

•      Customer experience. Reduction in escalation volume and time-to-resolution for tier-one accounts, and measurable improvement in customer-reported quality.

•      Network performance. Sustained improvement in ASR, PDD, and platform availability across the Carrier Voice footprint.

•      Cost and revenue. Documented cost optimization through routing and vendor work, and engineering-enabled revenue contribution from new products and features.

•      Team. Healthy retention, a clearly developing bench of senior engineers, and a culture that other Sangoma teams want to work with.

Why This Role Matters

Sangoma Carrier Voice operates the infrastructure that some of the largest names in communications rely on. The Director of Product Engineering is the person who makes sure that infrastructure stays ahead of where our customers and our market are going. The work directly determines whether Carrier Voice grows into the next phase of its plan, and the person in this seat has the visibility, the team, and the mandate to make that happen.

Benefits

What We Offer:

• Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period
• Matching 401K program - 100% match on 4%.
• Employee Stock Purchase Plan after one year of service.
• Flexible Time Off & Company Holidays
• Entrepreneurial work environment partnered with high growth career opportunities
• We value transparency and fairness in our compensation practices.