Techops Engineer -Senior Level

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 te