Application Claims Architect – Claims IVR & Amazon Connect

Role Summary

The Application Claims Architect is responsible for designing and governing the end‑to‑end 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, self‑service, and agent‑transfer 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 Claims‑related calls.
• Partner with the Contact Center Architect to ensure a unified customer experience across Fraud + Claims.

Claims Application Integration

• Own the end‑to‑end 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.