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

1. Reverse-engineer the existing Kore.ai chatbot

o Analyze the current bot and capture all features, flows and functionality.

o Document each feature from both a business and a technical perspective.

o Identify what should be carried forward, refined or retired on the new platform.

1. Capture stakeholder usage and dependencies

o Work with the business, operations and technical teams that built and use the chatbot.

o Document how, where, when and why each function is used. Reverse engineering alone won’t answer these questions.

o Map dependencies across stakeholder groups.

1. Document APIs and integration endpoints

o Catalog all APIs, both Kore.ai and other services, and which channel calls each one: the chatbot, the phone/IVR channel, and so on.

o Document all integration endpoints and exposed services.

1. Build the Amazon Connect integration view

o Understand what is being built on Amazon Connect and how it interacts with the Renters business.

o Produce reference documentation that shows how Amazon Connect connects to each channel, how the chatbot works, and which APIs are called.

o Make this documentation reusable as a template for onboarding future LOBs such as Mobile.

1. Serve as the long-term knowledge owner

o Keep the end-to-end knowledge of Amazon Connect channels, APIs and LOB integrations.

· 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.

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.

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