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Analyst, UC - Unified Communications - Voice & Video 1

Posted Date:  May 23, 2023
Requisition Number:  116928


Job Title:               Analyst, UC (Unified Communications ) Voice / Video


Job Location:         Hershey, PA (Hybrid role). 



This position is in hybrid role; and local candidates are required.


This job may require some local travel (10% of time) to Hershey Locations as well as lifting of up to 50lbs from time to time.





The Hershey Company brings Shared Goodness to the World with iconic brands, business models, and 16,000+ remarkable employees. The Client Services team (part of Information Services) uses technology to drive an efficient workforce and to provide resilient, consistent IT systems. The team achieves this by maximizing employee productivity, minimizing IT system downtime, and through better manageability.


The Workplace Solutions team (part of Client Services) provides global support, standardization, and strategy for Hershey’s Workplace Collaboration Solutions across the company. The Workplace Solutions team aims to be generous with knowledge, having the wisdom to make the right decisions that enable end-users to work better on their devices of all types. The team earns internal business trust by implementing technology and behavior changes that positively affect work productivity.


We are seeking a Analyst, Unified Communications to join our Workplace Solutions team. The primary duties for this position include supporting lead analyst(s) in engineering, integration, design and development of unified communications infrastructure and solutions in addition to the following:


•         Basic understanding of voice and unified communications technology with knowledge of the Cisco and Microsoft Unified Communications suite (including Call Manager, Unity, Telepresence and Microsoft Teams Meetings/Telephony).

•         Basic understanding of cloud voice/video solutions and help to assist in building out architectures and technology roadmaps.

•         Assist in ensuring that the systems and services are current, reliable, tuned and accessible in accordance with service level agreements.

•         Basic level of understanding around External communication connections, to include familiarity with phone system trunk implementation, UC federation, Session Initiation Protocol (SIP) peering, and H.32x neighboring implementation with associated protocols and communication standards.

•         Possess basic hands on Skills in the administration of Microsoft Teams platform.

•         Basic understanding of video conferencing codecs to include impacts of QoS and VLAN’s to ensure reliability and uptimes in accordance with Service Level Agreements.

•         Understanding of Telephone systems, including familiarity with foundation technologies, telephony protocols, and communication standards.

•         In-Depth knowledge of LAN/WAN and network protocols.

•         Architect, implement, and support the global voice communications including SIP trunks and local PSTN connectivity while focusing on cloud intregration.

•         Stay abreast of new services and features, push for best practices and seek to deliver cost effective and innovative solutions that address the technology needs which are directly tied to business strategy.

•         Communicate effectively in person, over the phone, and through email.

•         Undertake proactive measures to ensure compliance with the Information Security policies and processes.

•         Document processes, procedures and global architectures.

•         The candidate will have a proven track record on delivering results, and be able to work effectively with others on the team.


Major Duties/Responsibilities: 


Core Function: Support & Monitor

  • Provide 3rd-level support and adminstration for the Cisco Unified Communications environment (Call Manager, Telepresence) and Microsoft Unified Communications.
  • Stay current with emerging collaboration technology and identify capabilities which can be leveraged to achieve business goals.


Core Function: Implementation/Delivery

  • Participate in projects to enhance and extend capabilities in the collaboration space.  Develop appropriate governance for these tools and drive adoption throughout the organization.
  • Support appropriate governance for these tools and drive adoption throughout the organization.
  • Update documentation, architectures, and support articles to support all aspects of the job function.


Core Function: Strategy/Vision

  • Support Lead Engineer and Leadership in providing input to drive strategy and vision through road-mapping exercises.


Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities: 


•         Knowledge of Cisco and Microsoft Unified Communications.

•         Understanding of converged voice and data networks.

•         Understanding of PSTN connectivity (TDM, SIP).

•         Must have strong communication skills to work with internal customers and become a trusted advisor.

•         Must demonstrate ability to interact with other Hershey technical teams, identify opportunities for continuous improvement, plan for dependencies, mitigate security risks and deliver solutions that require a high degree of integration.

•         Basic understanding of vendor roadmaps around cloud telephony solutions and offerings.


Minimum Education and Experience Requirements: 




Bachelor's degree in Information Technology or related field or equivalent combination of education and experience preferred.




•         1-3 years of experience working in an Enterprise Unified Communications environment.

•         1-3  years of experience working on Cisco Unified Communications Platforms and/or Microsoft 365 Business Voice and Teams Calling Intregration.

•         1-3 years of experience in technology infrastructure and solution implementation.

•         Designed and implemented effective solutions to diverse and complex business problems.

Nearest Major Market: Harrisburg

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