[Remote] Manager, Software Engineering - Contact Center Pro
Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- 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.
Company Overview
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