Senior Analyst IT – Network Voice (Unified Communications)

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 Title Senior Analyst IT – Network Voice Lead (Unified Communications)

Department IT Infrastructure & Operations (Voice & Collaboration Services)

Location Mattel Technology & Innovation Center (MTIC), Hyderabad, India (Onsite)

Job Type Full-Time

Experience Level 5–8 years

Job Summary Mattel Technology & Innovation Center (MTIC) Hyderabad is looking for a Senior Analyst IT – Network Voice Lead to lead and manage Mattel’s global Voice and Unified Communications infrastructure. This leadership role is responsible for the design, implementation, optimization, and operational excellence of enterprise voice services, ensuring high availability, reliability, and superior call quality across the organization.

The position requires 24x5 weekend on-call support (rotational) and involves mentoring team members while driving voice modernization initiatives.

Key Responsibilities

• Lead the design, deployment, and support of SIP trunking, IP Telephony, Voice Gateways, and IP IVR solutions.
• Own end-to-end Circuit provisioning, Carrier Management, and relationship management with telecom providers for voice services (SIP Trunks, PRI, etc.).
• Manage and optimize Unified Messaging platforms integrating voicemail, email, and collaboration tools.
• Oversee enterprise AV systems, Mattel TV, conference room solutions, and digital media infrastructure.
• Drive adoption, integration, and operational support for Zoom/Teams telephony, Global Conferencing, and hybrid collaboration platforms.
• Act as the technical lead for voice projects, including migrations to Microsoft Teams, SBC implementations, and voice-cloud transformations.
• Perform advanced troubleshooting of voice issues (SIP signaling, RTP, QoS, latency, jitter) and lead root-cause analysis for major incidents.
• Mentor and guide junior voice engineers/analysts, define best practices, and conduct knowledge-sharing sessions.
• Ensure proactive monitoring, capacity planning, and performance optimization of the voice ecosystem.
• Maintain comprehensive documentation, runbooks, network diagrams, and SLAs.
• Collaborate with global IT, Network, Security, and Business teams on voice strategy and digital workplace initiatives.
• Participate in 24x5 weekend on-call rotation as the primary escalation point for voice services.

Required Qualifications & Experience

• Experience  5–8 years of progressive experience in Voice Engineering / Unified Communications, with at least 2 years in a lead or senior role.
• Education  Bachelor’s degree in Information Technology, Electronics & Communication, Computer Engineering, or equivalent.
• Technical Skills
• Expert-level knowledge of SIP, IP IVR, IP Telephony, and Voice Gateways (Cisco, AudioCodes, Ribbon, etc.).
• Strong experience in Circuit management and Carrier negotiations/operations.
• Hands-on expertise with Unified Messaging and enterprise voice platforms.
• Solid experience supporting AV systems, Mattel TV, Zoom/Teams telephony, and Global Conferencing.
• Certifications (Preferred)  Cisco CCNP Collaboration / CCIE Collaboration, Microsoft Teams Voice Engineer, Zoom Certified, or equivalent voice-related certifications.

Additional Requirements

• Deep understanding of SIP/RTP protocols, SBCs, QoS, and voice troubleshooting tools (Wireshark, RTMT, Voice Quality Monitoring).
• Proven leadership and stakeholder management skills in a global environment.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work across time zones and lead during critical incidents.
• Willingness to provide 24x5 weekend on-call support on a rotational basis.
• Fluency in English (written and spoken).

What We’re Looking For

• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.

Don’t meet every single requirement? At Mattel, we are d…