Infrastructure Engineer

Description

• 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
• Provide Tier-3 support across the entire stack: servers, network, cloud, Five9, and end-user devices
• Lead disaster recovery planning and testing, including Five9 failover and geographic redundancy
• Respond to critical incidents that impact revenue (call center down, field reps unable to demo, etc.) with urgency
• Ensure ultra-reliable, low-latency network connectivity (QoS, SD-WAN, direct peering) for offices, remote agents, and Five9
• Enforce security best practices (Zero Trust, endpoint protection, PCI-DSS for call recordings, vulnerability management)
• Troubleshoot voice quality, connectivity, and recording storage issues in real time
• Own monitoring, alerting, and incident response — with special focus on Five9 call quality, SIP health, and real-time performance
• Manage virtualization (VMware), Windows/Linux servers, Active Directory, DNS, DHCP, storage, and enterprise networking (Cisco/Meraki/Palo Alto)
• Maintain runbooks, architecture diagrams, Five9 topology, and disaster recovery plans
• 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
• 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.)
• Participate in a shared 24/7 on-call rotation with the rest of the IT/infrastructure team
• Architect, deploy, and maintain cloud infrastructure (AWS/Azure) to support enterprise applications and the Five9 cloud contact center
• Manage IT ticketing queue (Jira or Zoho Service Management) and mentor junior team members on escalations

Requirements

• Advanced Technology Tools
• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience)
• Expert-level knowledge of VoIP/SIP, QoS, WebRTC, SBCs, and voice troubleshooting
• Demonstrated experience in 24/7 on-call rotations that include both infrastructure and end-user device support
• Infrastructure-as-code (Terraform preferred), scripting (PowerShell/Python/Bash), and automation mindset
• Proven ability to troubleshoot and resolve complex desktop/laptop/tablet issues remotely and under pressure
• Current certifications highly desirable: VCIX, CCNP, AWS/Azure Architect, Microsoft Endpoint Manager, Five9 Engineer
• 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
• Exceptional communication skills — able to explain technical issues to call-center supervisors and field sales reps alike
• 5+ years supporting a cloud contact center (Five9 experience strongly preferred)
• 7+ years designing and supporting enterprise hybrid infrastructure
• Preferred industry experience: Home services, construction, field sales with tablets, high-volume inbound call centers

Benefits

• AFLAC Supplemental Insurance
• Highly Competitive Salary & Bonus Opportunities
• 401K Savings Program with Employer Matching
• Beautiful Gahanna, OH area offices
• Health Benefits (Medical/Dental Coverage Options)
• Stability of a 36-Year Industry Leader
• Paid Time Off (vacation, Holiday, sick time)
• Career Advancement Opportunities

Training + Development

Interview process

Visa Sponsorship

Security clearance