Overview:
Job Purpose
The Elevated Engineer is a client-facing technical advisor responsible for delivering, stabilizing, and optimizing Intercontinental Exchange (ICE) Mortgage Technology solutions for enterprise lending clients. Serving as a trusted partner, this role leverages Encompass expertise, strong relationships, 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.
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 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.
- Advise on ways to achieve optimal utilization.
- Oversee client service requests while acting as an escalation manager when necessary.
- Lead workflow optimization discussions to reduce funding turn times and improve investor delivery accuracy.
- Ensure clients are informed of new product features and help guide client implementation of roadmaps.
- Support configuration and troubleshoot Encompass workflows, forms, fields, business rules, milestones, and eFolder organization.
- Build strong partnerships with client stakeholders and internal ICE teams.
Knowledge and Experience
- 5+ years of experience supporting enterprise SaaS or mortgage clients.
- 5+ years of hands-on Encompass experience.
- Background in roles such as Encompass Administrator, Consultant, Customer Support, or equivalent.
- Deep understanding of the loan lifecycle from origination through purchase and delivery.
- 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.
Preferred Knowledge and Experience
- Education and Other Requirements
- Bachelor’s degree in computer science, Information Technology, or related discipline; equivalent professional experience will also be considered.
- Ability to travel up to 10%.
- Technical and Integration Skills
- Experience with APIs, REST services, SaaS platforms, AWS, Azure, and SQL databases.
- Working knowledge of JavaScript, Microsoft .NET, and web-based application architectures.
- Familiarity with performance monitoring and diagnostic tools such as Grafana, Splunk, etc.
- AI and Analytics
- Experience applying AI, analytics, or automation to identify trends, reduce defects, improve funding and delivery performance, or proactively detect production risk.
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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.