Manager, Software Engineering - Contact Center Pro

As an Engineering Manager at ServiceTitan, you'll lead a team of 13–14 engineers working on critical and forward-moving areas of our platform — calls, messages, and Contact Center Pro. You'll drive execution, technical excellence, and team growth while shaping how AI transforms the way our customers run their businesses.

Responsibilities

• Leadership & Team Growth: Develop engineers through coaching, feedback, and structured growth plans. Build a strong, adaptable team by recruiting and retaining top talent. Foster a culture of ownership, empathy for customers, and alignment with ServiceTitan's values.
• Strategy & Execution: Define and execute quarterly plans that deliver timely, high-quality features. Drive agile ceremonies, monitor key success metrics, and provide clear day-to-day priorities.
• Technical Expertise: Provide hands-on technical leadership across architecture, design, and development best practices. Participate in code reviews, evaluate feasibility, identify risks, and balance trade-offs in a language-agnostic environment.
• AI-Powered Innovation: Lead a team building next-generation intelligent tools, including AI-powered call evaluation, lead identification, AI-driven customer support, and AI Voice Agents for handling overflow and after-hours calls.
• Customer & Business Impact: Deliver on-time, secure, and reliable features addressing real customer needs. Balance innovation with stability in a complex monolith codebase and greenfield AI capabilities.
• Collaboration & Communication: Work cross-functionally with senior leadership, engineering, product, and UX teams. Communicate progress, risks, and contributions transparently to stakeholders.
• Ownership & Accountability: Set goals, empower your team, and build a culture of continuous learning. Celebrate wins and learn from setbacks.

Requirements

• 10+ years of software engineering experience, including five or more years in engineering leadership roles.
• Proven ability to lead agile teams, drive execution, and deliver results.
• Strong technical foundation in modern frameworks, with hands-on experience in .NET/C# preferred.
• Able to guide architecture and development best practices across a complex, distributed codebase regardless of language background.
• Excellent communication and collaboration skills with a track record of effective cross-functional partnership.
• Passion for talent development and building high-performance engineering cultures.

Nice to have

• Experience with observability tools such as Grafana or Datadog, and a track record of performance optimization.
• Experience building telephony or contact center products.
• Familiarity with AI/ML integrations or voice agent technologies.
• B.S., M.S., or Ph.D. in Computer Science, Engineering, or a related field.
• East Coast location preferred.

Benefits

• Flextime, recognition, and support: Flexible time off, comprehensive onboarding, leadership training, and career development opportunities. Rewards through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness: Company-paid medical, dental, and vision (100% employer-paid options, 90% coverage for dependents), FSA/HSA, 401k match, and telehealth options including One Medical.
• Support for all life stages: Parental leave, up to $20k in fertility services (IUI/IVF), surrogacy/adoption reimbursement, maternity support via Maven Maternity, free breast milk shipping via Maven Milk, pet insurance, legal advisory services, and financial planning tools.

Pay

For candidates in the United States, the salary ranges are:

• Zone 1: $198,200 USD - $297,400 USD (CA, CT, DC, MD, MA, NJ, NY, VA, WA)
• Zone 2: $185,300 USD - $277,900 USD (All other US locations)

International compensation varies by location and will be discussed during the hiring process. Total compensation includes base salary, annual bonus, equity, and benefits.