Remote Contact Center Engineer Jobs in Utah (NOW HIRING)

TechOps Engineer - Mid Level

About the Role?

We're looking for a hands-on Mid-Level TechOps Engineer to join our fully remote team and help us build, automate, and maintain the infrastructure that powers contact center technology for B2B clients across the country. If you can own a CI/CD pipeline end-to-end, feel at home in a cloud console, and care about getting the details right - we want to talk.

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?

• Build, manage, and continuously improve CI/CD pipelines for serverless and containerized applications with minimal supervision.
• Automate deployment, configuration, scaling, and monitoring workflows using best-practice tooling.
• Monitor infrastructure, applications, and services - investigate alerts, diagnose root causes, and resolve incidents independently.
• Contribute to Infrastructure as Code (IaC) and configuration management initiatives.
• Participate in security reviews, vulnerability assessments, and PCI DSS compliance monitoring - including patching and audit log maintenance.
• Collaborate with Engineering and QA teams to improve deployment velocity and release quality.
• Help onboard and guide junior team members, sharing knowledge and best practices.
• Maintain clear, accurate documentation for systems, runbooks, and operational processes.
• Participate in Agile SDLC ceremonies and contribute to sprint-based delivery.

What You Bring

• 1-4 years of hands-on experience in DevOps, TechOps, Systems Engineering, or a closely related field.
• Solid experience with CI/CD tooling - GitHub Actions, GitLab CI, Jenkins, or equivalent.
• Comfortable working with cloud platforms (AWS, Azure, or GCP); familiar with core services like compute, networking, storage, and IAM.
• Working knowledge of containerization (Docker) and basic orchestration concepts.
• Experience with scripting or automation (Bash, Python, or similar).
• Understanding of infrastructure-as-code principles; some hands-on experience with Terraform or equivalent.
• Familiarity with security fundamentals - access controls, encryption, patching, and audit logging.
• Strong written communication skills; you write documentation that teammates actually want to read.
• Ability to work independently in a fully remote, async-friendly environment.

Nice to Have

• Experience supporting PCI DSS compliance requirements.
• Exposure to Kubernetes or container orchestration platforms.
• Familiarity with observability tooling (Datadog, Grafana, CloudWatch, or similar).
• Background in contact center, telecom, or SaaS infrastructure environments.
• Experience with SMS platforms or telecommunications APIs.

Growth & Mentorship

This role sits squarely in the middle of our TechOps career ladder, with a clear path toward senior-level ownership. You'll be supported by senior engineers who are invested in your growth and expected to start passing that investment down to junior teammates. We prioritize people who are curious, communicative, and always looking to level up.

How we will support you?

Salary:

• $52,000-85,000/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.