Techops Engineer -Senior Level

Senior Tech Ops Engineer

We're hiring a Senior Tech Ops 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.

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  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.

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.

You will:

• 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 Dev Sec Ops  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 Tech Ops engineers - conducting code/config reviews, sharing expertise, and contributing to team capability development.
• Champion Tech Ops best practices across the team; set the documentation and process standards others follow.
• Collaborate with cross-functional stakeholders to evaluate new technologies and deliver infrastructure roadmap items on time.

What You Bring:

• 5+ years of professional experience in Dev Ops, Site Reliability Engineering (SRE), or Systems Engineering.
• Deep expertise with CI/CD pipelines and release automation across complex, multi-environment systems.
• Strong cloud platform mastery (AWS, Azure, or GCP) - you can architect a solution and then build it.
• Expert-level Kubernetes experience; comfortable designing and troubleshooting production container workloads.
• Advanced IaC proficiency using Terraform, Pulumi, Bicep, or equivalent - you treat infrastructure like software.
• Demonstrated experience owning PCI DSS compliance for a production environment.
• Strong background in security engineering: IAM, vulnerability management, automated scanning, and audit logging.
• Ability to define and track SLOs/SLIs and translate reliability data into infrastructure improvements.
• Track record of mentoring engineers and raising the overall skill level of a team.
• Excellent written and verbal communication skills; you can explain trade-offs to engineers and business stakeholders alike.
• Self-directed and highly organized - thrives in a fully remote, async-first environment.

Nice to Have:

• Experience with contact center platforms (Genesys, Five9, Amazon Connect, Twilio, or similar).
• Exposure to SMS/telecom infrastructure and carrier APIs.
• Background in B2B SaaS or telecom infrastructure environments.
• Contributions to open-source Dev Ops or infrastructure tooling.
• Certifications in AWS, Azure, GCP, or Kubernetes (CKA/CKAD).

Leadership and Scope:

As our Senior Tech Ops Engineer, you'll have broad scope and genuine ownership - not just execution tickets. You'll drive architectural decisions, define standards the rest of the team follows, and be an active voice in shaping our infrastructure roadmap. We're a lean team, which means your fingerprints will be on everything. That's a feature, not a bug. This role reports directly to the Technology Operations Manager and works closely with Engineering and Security leadership.

You will be the go-to infrastructure authority for the organization.

How we will…