Technical Analyst

Requirement: Technical Analyst – Amazon Connect / Conversational AI (Kore.ai)

Location: Chicago, IL (Hybrid)

Duration: 6+ month

Rate: $55/hr - $65/hr on c2c

Background

The client is implementing Amazon Connect as its contact center platform in phases. The first phase goes live in February 2027, and the program will run for the next couple of years. An existing chatbot built on Kore.ai serves the Renters business today. A separate team will rebuild this functionality on the new platform. Before that, the client needs a complete, documented understanding of what exists today, both functional and technical.

Key Responsibilities

1. Reverse-engineer the existing Kore.ai chatbot
2. Analyze the current bot and capture all features, flows and functionality.
3. Document each feature from both a business and a technical perspective.
4. Identify what should be carried forward, refined or retired on the new platform.
5. Capture stakeholder usage and dependencies
6. Work with the business, operations and technical teams that built and use the chatbot.
7. Document how, where, when and why each function is used. Reverse engineering alone won't answer these questions.
8. Map dependencies across stakeholder groups.
9. Document APIs and integration endpoints
10. Catalog all APIs, both Kore.ai and other services, and which channel calls each one: the chatbot, the phone/IVR channel, and so on.
11. Document all integration endpoints and exposed services.
12. Build the Amazon Connect integration view
13. Understand what is being built on Amazon Connect and how it interacts with the Renters business.
14. Produce reference documentation that shows how Amazon Connect connects to each channel, how the chatbot works, and which APIs are called.
15. Make this documentation reusable as a template for onboarding future LOBs such as Mobile.
16. Serve as the long-term knowledge owner
17. Keep the end-to-end knowledge of Amazon Connect channels, APIs and LOB integrations.
18. Lead the analysis and conversations as each new LOB onboards.

Required Skills

• Strong technical/business analyst background in contact center or conversational AI.
• Hands-on experience with Kore.ai or similar chatbot platforms (Google Dialogflow, Amazon Lex, Microsoft Bot Framework, Nuance).
• Working knowledge of Amazon Connect: contact flows, channels, Lambda integrations.
• Ability to read and reverse-engineer bot configurations, flows and integration code.
• Experience documenting REST APIs, integrations and system dependencies.
• Excellent communication and stakeholder management skills. Must be able to run discovery sessions with business, operations and technical teams.
• Able to write documentation for both business and technical audiences.

Nice to Have

• Insurance domain experience, ideally Renters or other personal lines.
• Experience with contact center migration or modernization programs.
• Experience producing reusable documentation frameworks across business units.

Ideal Profile

A hybrid technical analyst who can go deep into a bot platform and its APIs, then turn that into clear documentation for business stakeholders. This needs to be someone who will stay with the program long-term and grow into the go-to person for Amazon Connect integration across LOBs.

About Aspire Systems

Aspire Systems is a $180+ million global technology services firm with over 4,900 employees worldwide, partnering with 275+ active customers. Founded in 1996, Aspire has grown steadily at a 19% CAGR since 2020.

Headquartered in Singapore, we operate across the US, UK, LATAM, Europe, the Middle East, India, and Asia Pacific regions, with strong nearshore delivery centers in Poland and Mexico. Aspire has been consistently recognized among India's 100 Best Companies to Work For for 12 consecutive years by the Great Place to Work Institute.

Who We Are

Aspire is built on deep expertise in Software Engineering, Digital Services, Testing, and Infrastructure & Application Support. We serve diverse industries including Independent Software Vendors, Retail, Banking & Financial Services, and Insurance.

Our proven frameworks and accelerators enable us to create future-ready, scalable, and business-focused systems, helping customers across the globe embrace digital transformation at speed and scale.

Why Join Aspire Systems

Being an Aspirian means being part of a future-ready, global workplace where you will work on emerging technologies, collaborate with diverse teams, and contribute to meaningful digital transformation initiatives.

We foster innovation, value diverse perspectives, and enable continuous learning and career growth — guided by our philosophy of "Attention. Always." Aspire also follows a hybrid work model, promoting flexibility, collaboration, and work-life balance.

Learn more about Life at Aspire:

Our Commitment to Diversity & Inclusion

At Aspire Systems, we foster a work culture that appreciates diversity and inclusiveness. We understand that our multigenerational workforce represents different regions, cultures, economic backgrounds, races, genders, ethnicities, education levels, personalities, and religions. We believe these differences make us stronger and are committed to building an inclusive workplace where everyone feels respected and valued.

Privacy Notice

Aspire Systems values your privacy. Candidate information collected through this recruitment process will be used solely for hiring purposes, handled securely, and retained only as long as necessary in compliance with applicable privacy laws.

Disclaimer

The above statements are not intended to be a complete statement of job content, but rather to serve as a guide to the essential functions performed by the employee in this role. Management retains the discretion to add or change the duties of the position at any time