Teams at ACD Direct

Own and improve the reliability, security, and automation of a cloud-native contact center platform. Design CI/CD for serverless and containerized apps, lead IaC strategy, define SLOs/SLIs, enforce PCI DSS security, drive observability and RCAs, mentor engineers, and collaborate on infrastructure roadmap and DevSecOps integration.

Own and improve CI/CD pipelines, automate deployments and monitoring, manage IaC and configuration, diagnose and resolve incidents, support security and PCI DSS activities, document runbooks, mentor junior teammates, and collaborate in an Agile environment to operate cloud-native contact center infrastructure.

Perform call monitoring, audits, and client calibration; provide QA data and coaching to agents and supervisors; handle escalations, update client logs, coordinate QA training, respond to QA tickets/emails, and support chat and ticket teams as needed.