Senior Infrastructure Engineer

Improveit Home Remodeling•Columbus, OH

3d•Onsite

About The Position

The Senior Infrastructure Engineer will design, implement, and maintain on-premises and cloud infrastructure. Will provide hands-on support, upkeep, and maintenance for servers, networking, cloud platforms, security, telecommunications, and end-user devices (desktops, laptops, and tablets). This role supports mission-critical applications (Salesforce, NetSuite, ADP, and Five9) and serves as an escalation point for desktop/tablet issues during both business hours and on-call rotations. We are looking for a seasoned infrastructure expert who thrives in a fast-paced environment, loves solving complex problems, and is passionate about building resilient systems that directly enable business growth — especially systems that keep our call center running 24/7 with zero dropped calls or downtime.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
7+ years designing and supporting enterprise hybrid infrastructure
5+ years supporting a cloud contact center (Five9 experience strongly preferred)
Telecommunications and telephony support experience
Cyber Security experience
Call Center support experience
Expert-level knowledge of VoIP/SIP, QoS, WebRTC, SBCs, and voice troubleshooting
Deep expertise in VMware, Windows Server, Active Directory, enterprise networking, and public cloud (AWS/Azure)
Extensive experience managing corporate endpoints at scale via Intune, Jamf, or similar MDM — including Windows, macOS, iOS, and Android tablets in field-sales environments
Proven ability to troubleshoot and resolve complex desktop/laptop/tablet issues remotely and under pressure
Infrastructure-as-code (Terraform preferred), scripting (PowerShell/Python/Bash), and automation mindset
Current certifications highly desirable: VCIX, CCNP, AWS/Azure Architect, Microsoft Endpoint Manager, Five9 Engineer
Demonstrated experience in 24/7 on-call rotations that include both infrastructure and end-user device support
Exceptional communication skills — able to explain technical issues to call-center supervisors and field sales reps alike

Nice To Haves

Preferred industry experience: Home services, construction, field sales with tablets, high-volume inbound call centers

Responsibilities

Infrastructure Design & Implementation Architect, deploy, and maintain cloud infrastructure (AWS/Azure) to support enterprise applications and the Five9 cloud contact center
Ensure ultra-reliable, low-latency network connectivity (QoS, SD-WAN, direct peering) for offices, remote agents, and Five9 cloud contact center
Manage virtualization (VMware), Windows/Linux servers, Active Directory, DNS, DHCP, storage, and enterprise networking (Cisco/Meraki/Palo Alto)
Architect and support telephony Reliability, Security & Performance
Own monitoring, alerting, and incident response — with special focus on Five9 call quality, SIP health, and real-time performance
Enforce security best practices (Zero Trust, endpoint protection, PCI-DSS for call recordings, vulnerability management)
Lead disaster recovery planning and testing, including Five9 failover and geographic redundancy
Five9 Contact Center Infrastructure Support Primary infrastructure owner for Five9: SIP trunks, WebRTC, SBCs, QoS, carrier relationships, and integrations with Salesforce
Troubleshoot voice quality, connectivity, and recording storage issues in real time
End-User Device Ownership (Desktops, Laptops & Tablets)
Oversee corporate image creation, software packaging, Intune/MDM policies, refresh schedule for devices, automated deployment for Windows PCs, Macs, and iOS/Android tablets used in the field and call center
Act as final escalation points for complex desktop, laptop, and tablet issues (hardware, OS, application, VPN, Five9 softphone, etc.)
Ensure field sales tablets and call-center workstations maintain 100% uptime and rapid recovery from failure
Automation & DevOps Practices Drive infrastructure-as-code (Terraform/Ansible) and automate endpoint provisioning, patch management, and certificate deployment
Collaboration & On-Call Rotation Participate in a shared 24/7 on-call rotation with the rest of the IT/infrastructure team
During on-call shifts, provide Tier-3 support for servers, network, cloud, Five9, and end-user devices (desktops, laptops, and tablets) — including remote diagnosis and resolution for field sales reps and call-center agents outside normal business hours
Respond to critical incidents that impact revenue (call center down, field reps unable to demo, etc.) with urgency
Support & Multi-Role Duties Provide Tier-3 support across the entire stack: servers, network, cloud, Five9, and end-user devices
Manage IT ticketing queue (Jira or Zoho Service Management) and mentor junior team members on escalations
Maintain runbooks, architecture diagrams, Five9 topology, and disaster recovery plans