ACD Direct

Operations

• Provide Tier 2 and Tier 3 operational support for production systems, including call center platforms, telephony systems, and related integrations.
• Monitor system performance, availability, and alerts; respond to incidents and coordinate resolution following established escalation procedures.
• Configure, maintain, and support telephony systems (ACD, VoIP, dialers), user access, and application settings.
• Manage user provisioning, access controls, and system permissions in alignment with security and compliance requirements.
• Coordinate with vendors and service providers to troubleshoot issues, apply updates, and manage service requests.
• Document operational procedures, configurations, and incident resolutions to support consistency and knowledge sharing.
• Support release activities by validating system readiness and assisting with post-deployment verification.
• Partner with the DevOps Engineer to improve monitoring, automation, and operational tooling.
• Identify recurring issues and recommend operational improvements to reduce incidents and manual effort.
• Implement security-focused automation including IAM controls, vulnerability scanning, and logging in alignment with established security and compliance requirements (e.g., PCI-DSS).

Techops Engineer