Senior Analyst IT – Network Voice (Unified Communications)

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.