Manager, Software Engineering - Contact Center Pro

ServiceTitan•US IL Remote, IL

2d•$185,300 - $297,400•Remote

About The Position

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. Your team's work directly powers how our customers win more business. The team operates at the intersection of a complex monolith codebase and greenfield AI capabilities — balancing innovation with stability.

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.

Nice To Haves

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.

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.
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.

Benefits

Flexible time off with ample learning and development opportunities to continue growing your career.
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.
Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
FSA and HSA
401k match
Telehealth options including memberships to One Medical.
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