Engineer, Elevated Client Services

Job description

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% #LI-SF1 Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.