Job Description

Who we are

Shellpoint Mortgage Servicing (SMS) is America’s 8th-largest third-party mortgage servicing company. What is mortgage servicing? Our clients are businesses that own mortgage loans (such as banks and real estate investment firms); on their behalf, we manage (or "service") their loan portfolios: We collect homeowners’ mortgage payments, pay homeowners’ tax and insurance bills, and help homeowners in default to get current.


The Telecommunications Administrator assists in operating and maintaining all aspects of the Avaya and third-party telecommunications systems. Administrator Intern develops, operates and trains users on the POM predictive dialer system overseeing the daily use of the dialer and resolving problems that arise relating to dialer operations. Administrator is also responsible for other areas to include: maintaining IVR systems, maintaining core telecommunications hardware and virtual machines. This position works directly with the Senior Manager of Telecommunications, other telecom administrators and business users.



  • Works trouble tickets for system issues and end-user issues, seeing them to resolution within departmental SLA’s

  • Coordinates & executes moves, adds, changes of telecom hardware & software for end users

  • Identifies and analyzes key metrics for management reporting using several telecom systems

  • Operational and technical telecom-based monitoring of systems and other business facing functions

  • Verify backups of all telecom systems & application servers

  • Assists in performing Disaster recovery testing and execution in the event of emergencies or other business disruptions

  • Identifies and resolves various computer/telephone problems, escalating when necessary

  • Manages and works with helpdesk staff regarding telecommunications issues & basic administration

  • Adds/Removes/Modifies access to recording Software and export recordings as needed

  • Other telecommunications related tasks or projects as assigned by management

  • Available for on-call off hour emergency issues testing
  • Available for weekend or off hours support for maintenance, upgrades and systems


  • Knowledge of telephony systems including infrastructure and software components

  • Advanced computer hardware and software knowledge

  • Statistical and analytical ability

  • SQL Server skills preferred

Educational Requirements:

  • Currently pursuing a college degree in Information Technology/Telecommunications or already completed a AS/BA degree in these fie

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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