Manager, Software Engineering – Contact Center Pro

This is a fully remote position, open to applicants in California, +8 more states.

📋 Description

• Guide engineers through coaching, constructive feedback, and well-structured growth plans.

• Create a resilient and versatile team by attracting and retaining exceptional talent.

• Cultivate a culture centered on ownership, customer empathy, and alignment with ServiceTitan's core values.

• Develop and implement quarterly strategies that ensure timely delivery of high-quality features.

• Facilitate agile ceremonies, track essential success metrics, and establish clear daily priorities.

• Offer practical technical guidance on architecture, design, and development best practices.

• Engage in code reviews, assess feasibility, identify risks, and manage trade-offs effectively.

• Lead a team focused on creating the next generation of intelligent tools, including AI-enhanced call evaluation and lead identification for managers, AI-powered customer support features, and AI Voice Agents.

• Ensure the timely delivery of secure and reliable features that meet genuine customer needs.

• Collaborate across functions with senior leadership, engineering, product, and UX teams.

• Clearly communicate your team's progress, risks, and contributions to stakeholders.

• Set objectives, empower your team, and foster a culture of continuous learning.

⛳️ Requirements

• Over 10 years of software engineering experience, including at least five years in leadership positions.

• Demonstrated capability to lead agile teams, drive execution, and achieve results.

• Strong technical background in modern frameworks, with preferred hands-on experience in .NET/C#.

• Ability to oversee architecture and development best practices across a complex, distributed codebase, irrespective of programming language background.

• Outstanding communication and collaboration skills with a proven history of effective cross-functional partnerships.

• A genuine enthusiasm for talent development and fostering high-performance engineering cultures.

• Preferred: Experience with observability tools like Grafana or Datadog, along with a history of performance optimization.

• Experience in developing telephony or contact center products is highly advantageous.

• Familiarity with AI/ML integrations or voice agent technologies.

• Bachelor’s, Master’s, or Ph.D. in Computer Science, Engineering, or a closely related field.

🏝️ Benefits

• Flexible time off alongside numerous learning and development opportunities to enhance your career.

• Comprehensive onboarding program.

• Leadership training available for Titans at all levels.

• Exceptional work is recognized through Bonusly, peer-nominated awards, and additional incentives.

• Company-sponsored medical, dental, and vision coverage (with fully employer-paid options and 90% coverage for dependents).

• Flexible Spending Account (FSA) and Health Savings Account (HSA).

• 401k matching, as well as telehealth options including memberships to One Medical.

• Support for parental leave.

• Up to $20,000 in reimbursement for fertility services (e.g., IUI and IVF), surrogacy, and adoption.

• On-demand maternity support through Maven Maternity.

• Complimentary breast milk shipping via Maven Milk.

• Pet insurance, legal advisory services, financial planning tools, and more.