Amazon Connect Training
Integrate with Cisco CUBE. Oracle SBC, AudioCode, SalesForce
This course is designed to equip participants with the skills and knowledge necessary to become proficient in managing and optimizing Amazon Connect, Amazon’s cloud-based contact center solution. Participants will gain hands-on experience in configuring, managing, and troubleshooting Amazon Connect to meet business needs. The course also covers customer service best practices, integration with other AWS services, and the effective use of communication tools to improve customer interactions.
What is Included:
- 5-day intensive instructor-led
- 100 hours of dedicated lab access
- Dual CCIE certified instructor
- 2-year retake policy
| Course | Course Date | Location | Register |
|---|---|---|---|
| Amazon Connect Training | 05-18-2026 9:30 am | Online (Live) – Pacific Standard Timezone GMT -5 | Register |
| Amazon Connect Training | 06-15-2026 9:30 am | Online (Live) - Dubai, UAE | Register |
| Amazon Connect Training | 07-20-2026 9:30 am | Online (Live) – Eastern Standard Timezone GMT -5 | Register |
| Amazon Connect Training | 08-17-2026 9:30 am | Online (Live) – Pacific Standard Timezone GMT -5 | Register |
| Amazon Connect Training | 09-21-2026 9:30 am | Online (Live) - Dubai, UAE | Register |
Day 1
- Amazon Connect Introduction
- Amazon Connect Instance Fundamentals
- Amazon Connect Console Fundamentals
- Amazon Connect Routing Fundamentals
- Amazon Connect Flows Fundamentals
Day 2
- Amazon Lex Getting Started
- Amazon Connect Contact Lens Fundamentals
- Amazon Connect Conversational Interfaces Fundamentals
- Amazon Connect Customer Profiles Fundamentals
- Amazon Connect Lambda Integration
Day 3
- Amazon Connect Chat and Messaging Fundamentals
- Amazon Connect Agent Applications Fundamentals
- Amazon Connect Routing Intermediate
- Amazon Connect Voice Intermediate
- Amazon Connect Flows Intermediate
Day 4
- Amazon Connect Conversational Interfaces Intermediate
- Amazon Connect Optimizing Routing Solutions
- Amazon Connect Case and Task Integration
- Amazon Connect Integrating with AudioCode SBC
- Amazon Connect Chime Voice Connector SIP Trunk with AudioCode
Day 5
- Amazon Connect Integrate with Oracle SBC
- Amazon Connect Integrate with Cisco CUBE
- Amazon Connect SalesForce Integration
- Amazon Connect ServiceNow Integration
Amazon Connect Introduction
Amazon Connect Instance Fundamentals
Amazon Connect Console Fundamentals
Amazon Connect Contact Lens Fundamentals
Amazon Connect Agent Applications Fundamentals
Amazon Connect Voice Intermediate
Amazon Connect Flows Fundamentals
Amazon Lex Getting Started
Amazon Connect Conversational Interfaces Fundamentals
Amazon Connect Customer Profiles Fundamentals
Amazon Connect Flows IntermediateAmazon Connect Conversational Interfaces Intermediate
Amazon Connect Flow Modules and Step-by-Step Guides
Amazon Connect Routing FundamentalsAmazon Connect Routing Intermediate
Amazon Connect Chat and Messaging Fundamentals
Amazon Connect Chat and Messaging Intermediate
Amazon Connect Optimizing Routing Solutions
Amazon Connect Communications Specialist Assessment
- Amazon Connect Communications Specialist
F.A.Q
The Amazon Connect Communications Specialist Training provides a complete, hands-on learning experience in building, deploying, and managing cloud-based contact centers using Amazon Connect. Participants learn how to create and customize contact flows, configure routing, queues, and agents, integrate AWS services (like Lambda, Lex, and DynamoDB), and manage real-time reporting and analytics.
This course focuses on helping you design scalable, secure, and AI-powered customer experiences using AWS-native CCaaS technology.
This training is ideal for:
- Contact Center and Cloud Engineers implementing or supporting Amazon Connect solutions
- System Administrators, Solution Architects, and Developers building AWS-based communication workflows
- UCaaS/CCaaS professionals transitioning to Amazon Connect or expanding multi-vendor expertise (Cisco, Genesys, Webex, etc.)
- Teams preparing for Amazon Connect certification or working toward AWS Partner accreditation in contact center solutions
Before attending, participants should have:
- Basic understanding of cloud computing and AWS fundamentals
- Familiarity with contact center operations, including agents, queues, and call flows
- Experience with networking and telephony basics (VoIP, SIP, routing)
- (Optional) Some knowledge of AWS services like Lambda, Lex, and S3 is helpful but not required
The course includes both instructor-led sessions and guided lab exercises covering:
- Introduction to Amazon Connect architecture and ecosystem
- Setting up users, queues, routing profiles, and contact flows
- Configuring IVR and chatbot integration using Amazon Lex and AWS Lambda
- Connecting external CRMs such as Salesforce and ServiceNow
- Managing reporting and analytics with Amazon CloudWatch and Contact Lens for sentiment analysis
- Implementing omnichannel communication (voice, chat, and tasks)
- Security, permissions, and AWS Identity & Access Management (IAM) best practices
- Hands-on labs for end-to-end contact center deployment and automation
Yes. This course is designed to prepare learners for Amazon Connect certification and AWS contact center specialization exams. It validates your expertise in implementing, customizing, and managing AWS-powered contact centers and is also valuable for those pursuing AWS Certified Solutions Architect – Associate or AWS Certified Developer credentials.
