Manager, Software Engineering – Contact Center Pro

🕒 June 3

🇺🇸 United States – Remote

💵 $185.3k - $297.4k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👮‍♀️ Software Engineering Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 45%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ServiceTitan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💼 Consulting

📦 Logistics

📣 Marketing

💰 $200M Series G on 2021-06

Consulting • Logistics • Marketing

ServiceTitan is a comprehensive software platform designed for the trades industry, providing solutions to enhance productivity and profitability for businesses. It offers a variety of features including dispatching, scheduling, marketing, reporting, and customer experience tools, tailored for trades like plumbing, HVAC, electrical services, and more. ServiceTitan seeks to empower businesses by optimizing operations, improving cash flow, and delivering superior customer experiences through an all-in-one platform. The software includes real-time data analytics, financing options, and mobile capabilities to support the operational needs of contractors and increase their revenue streams. By consolidating multiple business functions into a single platform, ServiceTitan aims to help contractors grow profitably and efficiently.

📋 Description

• Lead a team of 13–14 engineers working on calls, messages, and Contact Center Pro • Develop engineers through coaching, feedback, and structured growth plans • Recruit and retain top talent • Foster ownership, empathy for customers, and alignment with ServiceTitan’s values • Define and execute quarterly plans delivering timely, high-quality features • Drive agile ceremonies, monitor success metrics, and set day-to-day priorities • Provide hands-on technical leadership across architecture, design, and development best practices • Participate in code reviews and evaluate feasibility, risks, and trade-offs • Lead development of AI-powered call evaluation and lead identification tools • Lead AI-driven customer support features and AI Voice Agents for overflow and after-hours calls • Deliver secure and reliable features addressing customer needs • Balance innovation with stability across a complex monolith and greenfield AI capabilities • Collaborate with senior leadership, engineering, product, and UX teams • Communicate team progress, risks, and contributions to stakeholders • Set goals, empower the team, and build a culture of continuous learning

🎯 Requirements

• 10+ years of software engineering experience • 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 • Hands-on experience in .NET/C# preferred • Ability 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 • Passion for talent development and building high-performance engineering cultures • Experience with observability tools such as Grafana or Datadog is nice to have • Track record of performance optimization is nice to have • Experience building telephony or contact center products is a plus • Familiarity with AI/ML integrations or voice agent technologies is nice to have • B.S., M.S., or Ph.D. in Computer Science, Engineering, or a related field is nice to have • East Coast location preferred

🏖️ Benefits

• Flexible time off • Learning and development opportunities • Comprehensive onboarding program • Leadership training • Programs and events • Bonusly rewards • Peer-nominated awards • Company-paid medical, dental, and vision insurance • 100% employer-paid options and 90% coverage for dependents • FSA and HSA • 401(k) match • Telehealth options including One Medical memberships • Parental leave and support • Up to $20k in fertility services, including 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 • Annual bonus • Equity • Holistic benefits package