Technical Analyst – Amazon Connect / Kore.ai

Role: Technical Analyst – Amazon Connect / Kore.ai
Location: Chicago, IL - onsite/hybrid
Duration: Long-term
Start Date: ASAP

Role Overview:

The client is moving its existing customer support system to Amazon Connect. They currently use a chatbot built on Kore.ai.

They need a Technical Analyst who can study the existing chatbot, understand how it works, and document all its features, workflows, APIs, and integrations before rebuilding it on Amazon Connect.

Key Responsibilities:

• Analyze the existing Kore.ai chatbot and document how it works.

• Understand chatbot features, workflows, and business requirements.

• Identify which features should be reused, improved, or removed.

• Work with business and technical teams to understand how the chatbot is used.

• Document APIs, integrations, and system connections.

• Understand how Amazon Connect works with chatbots, phone systems, and other channels.

• Prepare technical and business documentation.

• Support future expansion to other business areas.

Required Skills:

• Strong Technical Analyst / Business Analyst experience.

• Hands-on experience with Kore.ai or similar chatbot platforms.

• Working knowledge of Amazon Connect.

• Experience with chatbots, APIs, REST services, and integrations.

• Ability to analyze existing systems and understand how they work.

• Strong documentation and communication skills.

• Experience working with business and technical teams.

Good to Have:

• Insurance industry experience.

• Experience with contact center migration projects.

• Experience with Amazon Connect implementation.