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.
