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Elevated Services Engineer

Jacksonville, FL, US • Posted 8 days ago • Updated 5 hours ago

Full Time

On-site

Fitment

Dice Job Match Score™

🛠️ Calibrating flux capacitors...

Job Details

Skills

Customer Facing
Optimization
FOCUS
Escalation Management
Root Cause Analysis
System Testing
Facilitation
Knowledge Transfer
Workflow Optimization
Data Mapping
UI
API
Data Integrity
Partnership
ICE
Mentorship
Computer Science
Information Technology
Mortgage
Technical Support
Workflow
Business Rules
Forms
Document Management
Regulatory Compliance
Communication
Presentations
Project Management
SLA
Continuous Improvement
Management
XML
RESTful
SaaS
Amazon Web Services
SQL Azure
NoSQL
Database
JavaScript
.NET
Performance Monitoring
AppDynamics
Artificial Intelligence
Analytics
Salesforce.com
Microsoft Exchange

Customer Facing
Optimization
FOCUS
Escalation Management
Root Cause Analysis
System Testing
Facilitation
Knowledge Transfer
Workflow Optimization
Data Mapping
UI
API
Data Integrity
Partnership
ICE
Mentorship
Computer Science
Information Technology
Mortgage
Technical Support
Workflow
Business Rules
Forms
Document Management
Regulatory Compliance
Communication
Presentations
Project Management
SLA
Continuous Improvement
Management
XML
RESTful
SaaS
Amazon Web Services
SQL Azure
NoSQL
Database
JavaScript
.NET
Performance Monitoring
AppDynamics
Artificial Intelligence
Analytics
Salesforce.com
Microsoft Exchange

Summary

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

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

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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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10123334
Position Id: fa7d60076c2d7e42b9e2c4c708cdd28e
Posted 8 days ago

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