Engineer, Elevated Client Services
Intercontinental Exchange · Jacksonville
Job Purpose
The Elevated Engineer is a client-facing technical advisor who delivers, stabilizes, and optimizes ICE Mortgage Technology solutions for enterprise lending clients. You will pair hands-on Encompass expertise with strategic guidance, resolving complex production issues and helping clients optimize their platform, integrations, and workflows across the loan lifecycle, with a focus on correspondence loan purchase, delivery and investor compliance.
Responsibilities
- Lead resolution of complex production issues, including escalation management, root cause analysis, system testing, strategy facilitation, and knowledge transfer
- Serve as the primary escalation point for high-impact correspondent client
- Advise clients on ICE Mortgage Technology products, APIs, and integrations and guide them through new product adoption and transformation initiatives
- Support correspondent workflows, including loan purchase and delivery, delegated and non-delegated models, and third-party originator (TPO) interactions
- Lead workflow optimization to reduce funding turn times and improve investor delivery accuracy
- Configure and troubleshoot Encompass forms, fields, business rules, milestones, and eFolder organization
- Resolve data mapping issues related to MISMO/XML, ULI, loan terms, fees, and investor delivery requirements
- Diagnose UI, API, data integrity, and performance-related issues across environments
- Build strong partnerships with client stakeholders and internal ICE teams and mentor junior team members while contributing to service quality and process improvements
Knowledge and Experience
- Bachelor's degree in computer science, information technology, or a related field, or equivalent experience
- 7+ years supporting enterprise SaaS or mortgage technology clients, including 3–5+ years with correspondent lending exposure
- 5+ years of hands-on Encompass experience as an administrator, consultant, support engineer or advanced user
- Advanced Encompass configuration skills, including forms, workflows, business rules, and custom input forms
- Strong knowledge of the loan lifecycle from origination through purchase and delivery
- Experience with eFolder, document management, compliance tools (HMDA, TRID), and the Encompass Partner Ecosystem
- Proven ability to advise executive stakeholders and translate technical concepts into business language
- Strong prioritization and project management
- Excellent organization, prioritization, and project management skills.t skills, with an ownership mindset in high-pressure, SLA-driven environments
- Strong ownership mindset with the ability to operate in high-pressure, SLA-driven environments
- Collaborative team player with a continuous improvement approach
Preferred Knowledge and Experience
- Correspondent Lending
- delegated and non-delegated models, investor guidelines, purchase conditions, suspense clearing, and investor delivery systems
- Technical:
- APIs and REST services, AWS or Azure, SQL, and NoSQL databases, JavaScript, Microsoft .Net, and monitoring tools such as AppDynamics
- AI and Analytics
- Applying analytics or automation to identify trends, reduce defects, improve funding and delivery performance, or detect production risk early
- Other Requirements
- Ability to travel up to 10%
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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.More jobs at Intercontinental Exchange · Customer Support jobs in Jacksonville