Manager, Software Engineering - Contact Center Pro

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.

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.

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. 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.

When you join our team, you’re not just accepting a job. You’re making a