Senior Techops Engineer

Job not on LinkedIn

🔥 0 minutes ago

⛷️ Utah – Remote

⛷️ Utah – Remote

💵 $86k - $100k / year

⏰ Full Time

🟠 Senior

👷🏻‍♀️ Engineer

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ACD Direct

WebsiteLinkedInAll Job Openings

11 - 50 employees

📡 Telecommunications

🤝 Non-profit

Telecommunications • Non-profit

ACD Direct is a full-service Contact Center that focuses on managing customer interactions through various channels including text, phone, email, chat, and digital solutions. Since 2003, ACD Direct has utilized cutting-edge CCaS technology and a distributed workforce of over 1,000 at-home agents to provide premium customer support around the clock. They specialize in serving not-for-profit clientele and offer a range of services including inbound and outbound call handling, live technical support, donation capture, and member acquisition. The company prides itself on its technology-driven approach, using AI and custom reporting tools to enhance service quality and client outcomes.

📋 Description

• Own the reliability, security, and automation backbone of the contact center technology platform • Set technical direction for infrastructure and make architectural decisions • Design and implement CI/CD frameworks for serverless and Kubernetes/Docker applications • Lead the transition to versioned infrastructure and own the IaC strategy • Own production availability, performance, and survivability; define and monitor SLOs/SLIs for 99.9%+ uptime • Own the organization’s security posture, including vulnerability scanning, IAM least-privilege policies, audit logging, and PCI DSS compliance • Partner with QA and Software Engineering to embed DevSecOps practices into the SDLC • Lead root-cause analysis for complex failures and implement preventative automations • Architect and improve monitoring, alerting, and observability tooling • Mentor junior and mid-level TechOps engineers through reviews and knowledge sharing • Establish TechOps documentation and process standards • Collaborate with stakeholders on technology evaluations and infrastructure roadmap delivery • Report directly to the Technology Operations Manager and work with Engineering and Security leadership • Serve as the organization’s go-to infrastructure authority

🎯 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 mastery of AWS, Azure, or GCP • Expert-level Kubernetes experience, including designing and troubleshooting production container workloads • Advanced IaC proficiency using Terraform, Pulumi, Bicep, or equivalent • Demonstrated experience owning PCI DSS compliance for a production environment • Strong security engineering background in 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 team skill levels • Excellent written and verbal communication skills • Self-directed and highly organized; able to thrive in a fully remote, async-first environment • Preferred location within a 50-mile radius of Salt Lake City, Utah, although not required to be located in Utah • Willingness to visit the data center quarterly • Nice-to-have experience with contact center platforms, SMS/telecom infrastructure and carrier APIs, B2B SaaS or telecom infrastructure, open-source DevOps or infrastructure tooling, and AWS/Azure/GCP/Kubernetes certifications

🏖️ Benefits

• Remote work • Equipment provided: laptop and headset • Monthly cell phone stipend • Monthly internet stipend • Medical, vision, and dental insurance • Personal accident insurance • 401(k)/Roth with matching • Tiered PTO based upon length of employment • Discounts and life services through Optum EAP • Team environment with long-tenured employees