ACD Direct Benefits Overview

Own the reliability, security, automation, and infrastructure architecture of a cloud-native contact center platform. Design CI/CD and infrastructure-as-code frameworks, manage Kubernetes and production environments, define SLOs and SLIs, maintain PCI DSS compliance, improve observability, lead root-cause analysis, and implement preventative automation. Mentor engineers, establish technical standards, and drive infrastructure roadmap initiatives in a distributed, remote-first organization.

Build and maintain CI/CD pipelines for serverless and containerized applications; automate infrastructure deployment, scaling, configuration, and monitoring; investigate incidents; contribute to IaC, security reviews, vulnerability assessments, PCI DSS compliance, and documentation. Collaborate with Engineering and QA, participate in Agile ceremonies, and mentor junior teammates in a fully remote environment.

Support Account Executive team by resolving tickets, managing client email communications, addressing pledge errors, nurturing client relationships, running status and pre/post-drive meetings, and growing client products and revenue while progressing toward full Account Executive responsibilities.