About the role

Role Overview

ACD Direct is hiring a Senior TechOps Engineer to own the reliability, security, and automation backbone of its contact center technology platform. The role is high-impact and high-autonomy: you’ll set infrastructure direction, mentor a growing team, and prevent incidents through proactive reliability and security practices.

What You’ll Do

Design and implement robust CI/CD frameworks for serverless and containerized (Kubernetes/Docker) applications.
Lead the move to fully versioned infrastructure using IaC (Terraform, Pulumi, or Bicep) to ensure environment parity and fast recovery.
Own availability, performance, and survivability of production environments; define and monitor SLOs/SLIs targeting 99.9%+ uptime.
Serve as the primary owner of security posture with:
- automated vulnerability scanning
- IAM least-privilege policies
- audit logging for PCI DSS compliance
Partner with QA and Software Engineering leads to embed DevSecOps early in the SDLC.
Lead root-cause analysis (RCA) for complex failures and drive preventative automation to stop repeat incidents.
Architect and improve monitoring, alerting, and observability across prod and non-prod.
Mentor junior and mid-level TechOps engineers (code review, coaching, capability development).
Champion TechOps best practices, including documentation and process standards.
Collaborate cross-functionally to evaluate new technologies and deliver infrastructure roadmap items.

What You Bring

5+ years in DevOps, SRE, or Systems Engineering.
Deep expertise in CI/CD pipelines and release automation for multi-environment systems.
Strong cloud mastery (AWS, Azure, or GCP) and ability to both architect and build.
Expert-level Kubernetes experience for production workloads.
Advanced Infrastructure as Code proficiency (Terraform, Pulumi, Bicep, or equivalent).
Demonstrated experience owning PCI DSS compliance for production.
Strong security engineering background: IAM, vulnerability management/automated scanning, audit logging.
Ability to define and track SLOs/SLIs and translate reliability data into improvements.
Track record mentoring and raising team capability.
Excellent written/verbal communication to explain trade-offs.

Location / Work Setup

Prefer candidate located within 50 miles of Salt Lake City, Utah.
Role is remote, but requires visiting a data center quarterly.
Not required to live in Utah.

About ACD Direct - Contact Center Solutions

ACD Direct (ACD Direct, Inc.) is a B2B contact center technology company that builds and operates cloud-native infrastructure for modern contact centers at scale. It supports non-profit clients with donor support resources and products, powered by a proprietary scripting engine, web forms, and custom reporting. The company operates as a fully distributed team across the United States with a security-first, operational-excellence culture.