Infrastructure Engineer

Job Description

Job Description

This is an on-site role working from our Columbus, Ohio headquarters, with the option to work remotely occasionally.

The Infrastructure Engineer will design, implement, and maintain on-premises and cloud infrastructure, and provide hands-on leadership for servers, networking, cloud platforms, security, 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.

Key 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

Manage virtualization (VMware), Windows / Linux servers, Active Directory, DNS, DHCP, storage, and enterprise networking (Cisco / Meraki / Palo Alto)

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

Qualifications & Experience

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)

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

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

Why Join Improveit?

About Us : Serving homeowners since 1989, Improveit! Home Remodeling is a leading replacement contracting company headquartered in Columbus, Ohio. Our markets include Columbus, Dayton, Cincinnati, Louisville, Lexington, Southern Indiana and Nashville. We specialize in replacement windows, bathroom remodeling, and kitchen transformations. Recognized with BBB accreditation and 24 Consumers’ Choice Awards, we’ve completed over 65,000 projects, with nearly one in four from repeat customers.

Our Culture : Our culture thrives on winning and continuous improvement. We’re seeking leaders who are passionate about developing leaders. At Improveit, “Improveit” isn’t just a name; it’s an attitude that guides everything we do for our staff, customers, and communities.

What We Value : Curiosity, passion, continuous improvement, and the relentless pursuit of excellence are our core values. If you’re looking to work for an organization driven to be the best and understand that achieving leadership status requires a stellar mix of people, processes, and technology, then this could be your home.

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