What are the responsibilities and job description for the Elevated Services Engineer position at Intercontinental Exchange, Inc?
Overview
Job Purpose
The Principal Elevated Engineer is a client-facing technical advisor responsible for delivering, stabilizing, and optimizing ICE Mortgage Technology solutions for enterprise lending clients. Serving as a trusted partner, this role leverages deep Encompass expertise, strong relationships, correspondent workflow knowledge, and advanced troubleshooting skills.
The role combines hands-on execution with strategic advice, resolving complex production issues, leading cross-functional teams, and guiding clients through platform optimization, integrations, and transformation efforts across the mortgage loan lifecycle, with a strong focus on correspondent loan purchase, delivery, and investor compliance.
Responsibilities
Knowledge and Experience
Preferred Knowledge and Experience
#LI-SF1
-
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
Job Purpose
The Principal Elevated Engineer is a client-facing technical advisor responsible for delivering, stabilizing, and optimizing ICE Mortgage Technology solutions for enterprise lending clients. Serving as a trusted partner, this role leverages deep Encompass expertise, strong relationships, correspondent workflow knowledge, and advanced troubleshooting skills.
The role combines hands-on execution with strategic advice, resolving complex production issues, leading cross-functional teams, and guiding clients through platform optimization, integrations, and transformation efforts across the mortgage loan lifecycle, with a strong focus on correspondent loan purchase, delivery, and investor compliance.
Responsibilities
- Drive 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 and high-value correspondent client issues
- Act as a trusted technical advisor across ICE Mortgage Technology products, services, APIs, and integrations
- Guide and support clients through the adoption of new products, solutions, and transformational initiatives
- Support correspondent-specific workflows, including loan purchase and delivery, delegated and non-delegated models, and third-party originator (TPO) interactions
- Lead workflow optimization discussions to reduce funding turn times and improve investor delivery accuracy
- Support configuration and troubleshoot Encompass workflows, forms, fields, business rules, milestones, and eFolder organization
- Identify and 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
- Mentor junior team members and contribute to service quality improvements and process efficiency initiatives
Knowledge and Experience
- Computer Science or Information Technology, or related bachelor's degree, or equivalent experience
- 7 years of experience supporting enterprise SaaS or mortgage technology clients including 3-5 years with correspondent lending exposure
- 5 years of hands-on Encompass experience (administrator and/or advanced user level)
- Background in roles such as Encompass Administrator, Consultant, Technical Support Engineer, or equivalent.
- Deep understanding of the loan lifecycle from origination through purchase and delivery
- Advanced knowledge of Encompass configuration, including forms, workflows, business rules, and custom input forms
- Experience with eFolder, document management, compliance tools (HMDA, TRID), and the Encompass Partner Ecosystem
- Demonstrated ability to act as a trusted advisor to executive-level stakeholders.
- Strong communication and presentation skills with the ability to translate technical concepts into business language
- Excellent organization, prioritization, and project management skills
- Strong ownership mindset with the ability to operate in high-pressure, SLA-driven environments.
- Collaborative team player with a continuous improvement approach
- Ability to travel up to 10%
Preferred Knowledge and Experience
- Correspondent Lending
- Direct experience supporting correspondent lending divisions.
- In-depth knowledge of delegated and non-delegated correspondent models.
- Understanding of investor guidelines, purchase conditions, and suspense clearing.
- Familiarity with MISMO/XML, investor delivery systems, and HMDA/ULI accuracy.
- Technical and Integration Skills
- Experience with APIs, REST services, SaaS platforms, AWS, Azure, SQL, and NoSQL databases.
- Working knowledge of JavaScript, Microsoft .NET, and web-based application architectures.
- Familiarity with performance monitoring and diagnostic tools such as AppDynamics.
- AI and Analytics
- Experience applying AI, analytics, or automation to identify trends, reduce defects, improve funding and delivery performance, or proactively detect production risk.
#LI-SF1
-
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.