Techops Engineer -Senior Level

ACD Direct•Farmington, UT

12d•$86,000 - $100,000•Hybrid

About The Position

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. 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.

Requirements

5+ years of professional experience in DevOps, 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 Haves

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 DevOps or infrastructure tooling.
Certifications in AWS, Azure, GCP, or Kubernetes (CKA/CKAD).

Responsibilities

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.
Champion TechOps 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.