Techops Engineer -Senior Level - ACD Direct

TechOps Engineer - Senior

About the Role?

We're hiring a Senior TechOps Engineer to own the reliability, security, and automation backbone of our contact center technology platform. This is a high-impact, high-autonomy role for someone who thinks architecturally, moves decisively, and takes genuine pride in the systems they build. You'll set the technical direction for our infrastructure, mentor a growing team, and be the person who prevents problems before they become incidents.

What do we do?

ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity. ACD is a B2B Contact Center Technology company building and operating the infrastructure that keeps modern contact centers running at scale. Our platform is cloud-native, security-first, and built by a fully distributed team spread across the United States. We move fast, document everything, and treat operational excellence as a core value - not an afterthought.

Limitations:

Applicant preferred to be located within a 50 mile radius of Salt Lake City, Utah. Although position is remote employee will be required to visit data center on a quarterly basis. It is not required for the employee to be located in the state of Utah.

What will you do?

• Design and implement robust CI/CD frameworks for serverless and containerized (Kubernetes/Docker) applications.
• Lead the transition to fully versioned infrastructure - owning IaC strategy using Terraform, Pulumi, or Bicep to ensure environment parity and rapid recovery.
• Own the availability, performance, and survivability of production environments; define and monitor SLOs/SLIs to maintain 99.9%+ uptime targets.
• Serve as the primary owner of the organization's security posture - implement automated vulnerability scanning, IAM least-privilege policies, and audit logging for strict PCI DSS compliance.
• Partner with QA and Software Engineering leads to embed DevSecOps practices into the early stages of the SDLC.
• Lead root-cause analysis (RCA) for complex system failures and drive implementation of preventative automations to eliminate repeat incidents.
• Architect and improve monitoring, alerting, and observability tooling across all production and non-production environments.
• Mentor junior and mid-level TechOps engineers - conducting code/config reviews, sharing expertise, and contributing to team capability development.