Improveit Home Remodeling · 17 hours ago
Sr. Infrastructure Engineer
Columbus, OH
Full-time
Onsite
Senior Level
7+ years expImproveit Home Remodeling is a leading replacement contracting company headquartered in Columbus, Ohio, specializing in home renovations. They are seeking a Senior Infrastructure Engineer to design, implement, and maintain both on-premises and cloud infrastructure while providing hands-on support for critical applications and ensuring system reliability.
Home ImprovementHome RenovationHome ServicesReal Estate
Responsibilities
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)
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
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
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
Drive infrastructure-as-code (Terraform/Ansible) and automate endpoint provisioning, patch management, and certificate deployment
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
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
Qualification
Required
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
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
Five9 experience strongly preferred
Current certifications highly desirable: VCIX, CCNP, AWS/Azure Architect, Microsoft Endpoint Manager, Five9 Engineer
Preferred industry experience: Home services, construction, field sales with tablets, high-volume inbound call centers
Benefits
Highly Competitive Salary & Bonus Opportunities
Paid Time Off (vacation, Holiday, sick time)
Health Benefits (Medical/Dental Coverage Options)
401K Savings Program with Employer Matching
AFLAC Supplemental Insurance
Career Advancement Opportunities
Positive, Collaborative and Result-Oriented Culture
Strong Commitment to Employee Growth & Success
Contests & Fun Culture Initiatives
Beautiful Gahanna, OH area offices
Advanced Technology Tools
Stability of a 36-Year Industry Leader
Company
Improveit Home Remodeling
Improving your home shouldn't complicate your life.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Brian Leader
CEO
Company data provided by crunchbase