Manager, Software Engineering - Contact Center Pro

ServiceTitan is a company focused on improving the way customers run their businesses through innovative technology solutions. As an Engineering Manager, you will lead a team of engineers in enhancing the Contact Center Pro platform, driving technical excellence and team growth while leveraging AI to improve customer interactions.

Responsibilities:

• 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 our customers, and alignment with ServiceTitan's values
• 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
• 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 that values engineering fundamentals over any single tech stack
• Lead a team building the next generation of intelligent tools — including AI-powered call evaluation and lead identification for managers, AI-driven customer support features, and AI Voice Agents that handle overflow and after-hours calls to book jobs 24/7
• Deliver on-time, secure, and reliable features that address real customer needs
• Your team operates at the intersection of a complex monolith codebase and greenfield AI capabilities — balancing innovation with stability
• Work cross-functionally with senior leadership, engineering, product, and UX teams
• Communicate your team's progress, risks, and contributions clearly and transparently to stakeholders
• 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
• A genuine passion for talent development and building high-performance engineering cultures
• Experience with observability tools such as Grafana or Datadog, and a track record of performance optimization
• Experience building telephony or contact center products is a significant plus
• 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