Technical Analyst

Location:

Chicago, IL (Hybrid)

Duration: 6+ month

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

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.

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

• 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.

• Insurance domain experience, ideally Renters or other personal lines.
• Experience with contact center migration or modernization programs.

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.

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.

Aspire is built on deep expertise in Software Engineering, Digital Services, Testing, and Infrastructure…