IT Analyst – Network Voice Services

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Job Description Job Summary

Mattel Technology & Innovation Center (MTIC) Hyderabad is seeking a skilled IT Analyst – Voice Network Infrastructure with 3–5 years of experience to support, maintain, and optimize Mattel’s global voice and unified communications ecosystem. This role plays a key part in ensuring high availability, reliability, and performance of voice services that power daily business communications across the organization.

The position includes 24x5 weekend on-call support (rotational) to provide Level-2/3 support for critical voice and collaboration platforms.

Key Responsibilities

• Voice Infrastructure Management: Design, implement, monitor, troubleshoot, and maintain IP Telephony, SIPtrunking, Voice Gateways, and related voice infrastructure.
• IP IVR & Call Flows: Support and optimize IP IVR systems, call routing, auto-attendants, and interactive voice response solutions.
• Circuit & Carrier Management: Handle provisioning, monitoring, troubleshooting, and relationship management with telecom Carriers for voice circuits (SIP Trunks, PRI, Analog, etc.).
• Unified Messaging: Administer and support Unified Messaging platforms integrating voicemail, email, and fax services.
• Collaboration Tools: Manage and support Zoom/Teams telephony integration, Global Conferencing, and enterprise audio/video (AV) solutions.
• Mattel TV & AV Support: Provide operational support for Mattel TV and corporate AV systems used in conference rooms and digital signage.
• Incident & Problem Management: Respond to voice-related incidents, perform root-cause analysis, and implement permanent fixes.
• Monitoring & Optimization: Monitor voice network performance, SIP traffic, call quality (QoS, jitter, latency), and generate reports for capacity planning.
• Documentation: Maintain accurate voice diagrams, configuration baselines, runbooks, and standard operating procedures.
• Project Support: Collaborate with global IT teams on voice unification, cloud migration (Microsoft Teams), and new collaboration initiatives.
• On-Call Support: Participate in 24x5 weekend on-call rotation for voice infrastructure and unified communications support.

Qualifications

• Experience: 3–5 years of hands-on experience in Voice Network / Unified Communications support in a medium-to-large enterprise environment.
• Education: Bachelor’s degree in Information Technology, Electronics & Communication, Computer Engineering, or equivalent.
• Technical Skills:
• Strong expertise in SIP, IP Telephony, and Voice Gateways (Cisco, AudioCodes, Ribbon, etc.).
• Hands-on experience with IP IVR platforms and call flow design.
• Solid knowledge of Circuit provisioning and Carrier Management.
• Experience in Unified Messaging and voicemail systems.
• Working knowledge of Zoom/Teams telephony, Global Conferencing, and enterprise AV solutions.
• Exposure to Mattel TV or similar digital media/AV platforms (preferred).
• Certifications (Preferred): CCNA Voice / Collaboration, Microsoft Teams Administrator, Cisco Unified Communications, or equivalent voice-related certifications.

Additional Requirements

• Deep understanding of SIP protocols, RTP, QoS, SBCs, and voice troubleshooting tools (Wireshark, RTMT, etc.).
• Excellent analytical, problem-solving, and stakeholder communication skills.
• Ability to work with global teams across time zones.
• Willingness to provide 24x5 weekend on-call support on a rotational basis.
• Fluency in English (written and spoken).

Additional Information Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

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