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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.
• 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.

What You Bring

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

Leadership and Scope
As our Senior TechOps 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 support you?
Salary:

• $86,000-100,000/yr depending on experience level

- Remote and Inoffice Work
- Equipment Provided:

• Laptop
• Headset
• Monthly Cell Phone Stipend
• Monthly Internet Stipend

- Benefits:

• Medical/Vision and Dental Insurance
• Personal Accident Insurance
• 401(k)/Roth with matching
• Tiered PTO based upon length of employment
• Discounts & Life Services offered through Optum EAP

- Team Environment - The opportunity to work with a great team who strives for excellence, where the average tenure is well over 6 years. (Not bad for a company who has been in business for 20 years!)
**ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law. We are a fully remote company. Our team spans every U.S. time zone and we are committed to building an inclusive, async-friendly culture where great work speaks for itself.
By submitting an application to this position I acknowledge that ACD may use automated tools, including Applicant Tracking Systems (ATS) and Artificial Intelligence (AI), to assist in reviewing and prioritizing my application based on job-related qualifications. I understand these tools are assistive only and that final hiring decisions are made by human reviewers. I have read the Use of Automated Screening & AI Tools disclosure and understand I may request a manual review or reasonable accommodation by contacting acdhr@acddirect.com.