Manager, Software Engineering - Contact Center Pro

ServiceTitan, Inc.; Northern (KY); Hybrid; USD 198,000 - 297,000; Full time

Benefits offered by this job

Flexible time off

Leadership training program

Bonus & equity

Health, dental, vision insurance

401k match

Fertility & parental support

Maven maternity support

Job summary

ServiceTitan, Inc. is seeking an Engineering Manager to lead a 13–14 person engineering team on core platform areas like calls, messages, and Contact Center Pro. You will drive execution, technical excellence, and team growth while guiding AI-driven innovations that power customers' businesses.

You will own strategy, enable collaboration across senior leadership, engineering, product, and UX, and deliver secure, reliable features on a complex monolith with greenfield AI capabilities.

Qualifications

• 10+ years of software engineering experience with five+ years in engineering leadership.
• Proven ability to lead agile teams and deliver results.
• Strong technical foundation in modern frameworks, with hands-on experience in .NET/C#.
• Able to guide architecture and development best practices across a distributed codebase.

Responsibilities

• Lead a team of engineers, drive quarterly plans, and ensure timely high-quality features.
• Provide hands-on technical leadership across architecture, design, and development best practices.
• Foster growth, coach engineers, and build a high-performance engineering culture.
• Collaborate cross-functionally with senior leadership, product, and UX.
• Shape AI-powered innovations in call evaluation, lead identification, and voice agents.

Job description

Ready to be a Titan? As an Engineering Manager at ServiceTitan, you'll lead a team of 13–14 engineers working on some of the most 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.

What you'll do:

• 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 our 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 that values engineering fundamentals over any single tech stack.
• AI‑Powered Innovation: 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. Your team's work directly powers how our customers win more business.
• Customer & Business Impact: 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.
• Collaboration & Communication: Work cross‑functionally with senior leadership, engineering, product, and UX teams. Communicate your team's progress, risks, and contributions clearly and transparently to stakeholders.
• Ownership & Accountability: Set goals, empower your team, and build a culture of continuous learning. Celebrate wins and learn from setbacks.

What you’ll bring:

• 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.

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 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.

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.

Use of AI Technology:

We use technology, including automated and AI‑assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events.
• Great work is rewarded through Bonusly, peer‑nominated awards, and more.
• Holistic health and wellness benefits: Company‑paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on‑demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great.

We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $198,200 USD - $297,400 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $185,300 USD - $277,900 USD Applicable for: All other US locations. International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.

We’re building the first end-to-end solution to transform the trades, a trillion‑dollar global industry that’s been underserved by technology for far too long. Recognized by Forbes as one of the top cloud companies, we use our deep industry knowledge and technical expertise to develop solutions that empower everyday entrepreneurs to grow and scale their businesses. While our vision is bold, we always stay humble. Join us. We’re just getting started.

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