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Application Claims Architect Claims IVR & Amazon Connect

Phoenix, AZ, US • Posted 9 hours ago • Updated 9 hours ago

Contract W2

Contract Corp To Corp

Contract Independent

On-site

Depends on Experience

Fitment

Dice Job Match Score™

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Job Details

Skills

API
Amazon Web Services
Artificial Intelligence
Bridging
Business Process
Customer Experience
Customer Relationship Management (CRM)
Fraud
Interactive Voice Response
Regulatory Compliance
Routing
System Integration
Workflow
Amazon Connect
Claims
Contact Center
Tele agent desktop
API gateway
Eventbridge
Integration
IVR
Claims IVR

Summary

Application Claims Architect Claims IVR & Amazon Connect

Phoenix,AZ Onsite

Role Summary

The Application Claims Architect is responsible for designing and governing the endtoend Claims IVR architecture on Amazon Connect, ensuring seamless integration with existing Claims systems, compliant handling of customer data, and a scalable, modernized customer experience. This role bridges IVR modernization, lightweight AI/Virtual Agent capabilities, and Claims application integration, while honoring the constraint of no new Claims workflows.

Key Responsibilities

Claims IVR Architecture

Lead the design of the Claims IVR experience on Amazon Connect, including routing, selfservice, and agenttransfer flows.
Define how Claims intents are captured, validated, and submitted into the existing Claims application without altering core business processes.
Ensure IVR flows support empathy, interruption handling, and escalation patterns.

Amazon Connect & Contact Center Integration

Architect the integration between Amazon Connect, Claims systems, CRM, and Tele Agent desktop.
Define queueing, routing, and transfer logic for Claimsrelated calls.
Partner with the Contact Center Architect to ensure a unified customer experience across Fraud + Claims.

Claims Application Integration

Own the endtoend design for Claims system integration using AWS services (Lambda, EventBridge, API Gateway).
Ensure Claims data is passed securely, accurately, and in compliance with PII and regulatory requirements.
Define patterns for case lookups, status retrieval, and claim submission acknowledgments.

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: 91126521
Position Id: 8963728
Posted 9 hours ago

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