Concent Software Solution LLC
Concent Software Solution LLC

Application Claims Architect Claims IVR & Amazon Connect

Phoenix, AZ, US • Posted 3 hours ago • Updated 3 hours ago
Contract Corp To Corp
Contract W2
Contract Independent
On-site
$65 - $70/hr
Fitment

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Job Details

Skills

  • Claim IVR
  • Amazon Connect

Summary

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: 8969014
  • Posted 3 hours ago
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