8781  Reviews star_rate star_rate star_rate star_rate star_half
Contact Us For Pricing
Duration 2 days
Course Code ACT-1001
Available Formats Classroom

Overview

Course Description

Amazon Connect Foundations equips internal IT teams to confidently administer, manage, and maintain an Amazon Connect contact center environment. The course covers the full operational surface of the platform — from understanding Amazon Connect's architecture within the AWS ecosystem, to configuring instances, users, queues, and contact flows, to performing the day-to-day maintenance tasks that keep the system running after go-live. Participants work with the Amazon Connect admin console throughout, using pre-built sandbox instances to apply each concept in context.
The course addresses the core administrative capabilities the platform requires: telephony configuration including phone number claiming and hours of operation, user and routing profile management, contact flow navigation and safe modification, real-time and historical reporting using Connect's built-in analytics, and structured troubleshooting of common operational issues. The final module introduces the broader advanced capabilities of the platform — including AI-powered self-service, Salesforce integration, and generative AI — to frame what comes next in a team's Connect journey.
This course is designed for contact center IT administrators, cloud engineers, and IT operations staff who have been tasked with owning an Amazon Connect environment and need a solid, practical foundation before or after a platform go-live. No prior Amazon Connect experience is required.

Skills Gained

By the end of this course, participants will be able to:

  • Demonstrate foundational knowledge of Amazon Connect architecture and core platform components
  • Configure and validate a basic Amazon Connect instance ready for operational use
  • Build and manage the user, queue, and routing structure required to support a functioning contact center
  • Read, interpret, and make safe modifications to existing contact flows
  • Monitor real-time and historical contact center performance using Connect's built-in reporting tools
  • Perform routine administrative and maintenance tasks required to keep the platform running post go-live
  • Diagnose and resolve common operational issues using the Amazon Connect admin console and logging tools

Who Can Benefit

This course is designed for contact center IT administrators, cloud and AWS infrastructure engineers, and IT operations managers who are responsible for the day-to-day administration of an Amazon Connect environment. Telecom and telephony engineers transitioning to cloud-based contact center platforms will also benefit. No prior Amazon Connect experience is required.

Prerequisites

Participants should enter this course with:

  • Comfortable navigating the AWS console with a basic understanding of regions and services
  • Familiar with core networking concepts including DNS, VPCs, security groups, and firewall rules
  • Basic understanding of IAM — users, roles, and policies at a conceptual level
  • Experienced in general IT administration including user management and basic system troubleshooting
  • AWS Cloud Practitioner certification or equivalent knowledge is recommended but not required
  • Prior contact center experience on platforms such as Avaya or Cisco is helpful but not required

Organizational Objectives

This course helps organizations to:

  • Reduce dependency on specialist consultants for routine platform administration by building in-house Amazon Connect capability across IT operations teams
  • Lower the risk of post-go-live incidents through structured training in contact flow modification, security profile management, and troubleshooting discipline
  • Accelerate time-to-competency for new platform administrators through hands-on, scenario-based learning grounded in real operational tasks
  • Establish a shared administrative standard across IT staff, reducing configuration inconsistency and improving audit readiness
  • Prepare IT teams for advanced Amazon Connect training in solution architecture, integrations, and implementation

Software

All participants require a laptop or desktop computer with a modern web browser and broadband internet. To verify system specifications, please visit check.ascendientlearning.com.

Read Less

Course Details

Course Details

Amazon Connect Architecture Overview

This module sets the foundation for the course by introducing participants to the Amazon Connect platform and its place within the AWS ecosystem. Participants explore the core building blocks of a Connect instance and understand how the platform compares to the legacy telephony systems they may already be familiar with. By the end of this module, participants will have enough platform literacy to navigate the admin console with confidence and context.

  • What Amazon Connect is and how it fits in the AWS ecosystem
  • Core components: instances, queues, routing profiles, contact flows
  • How Connect differs from legacy platforms such as Avaya and Cisco
  • Basic security model - IAM roles, permissions, and access control
  • Understanding your Connect instance structure
  • Lab: Explore a Pre-Built Instance

Instance Setup & Configuration Basics

This module walks participants through the process of standing up a Connect instance from scratch. Participants work through the fundamental configuration tasks required before any contact center activity can take place. The labs simulate the early stages of a real deployment, giving participants practical experience in a safe sandbox environment.

  • Creating and configuring a Connect instance
  • Setting up phone numbers and claiming DIDs
  • Configuring hours of operation
  • Basic network and browser requirements
  • Understanding service limits and quotas
  • Lab: Spin Up Your Own Instance
  • Lab: Test Your Setup

Users, Queues & Routing Profiles

This module covers the people and routing layer of Amazon Connect — the configuration that determines who handles which contacts and how. Participants build a working team structure from the ground up, applying real-world scenarios to understand how routing decisions are made and how security is managed at the user level.

  • Creating and managing agents and supervisors
  • Building queues and understanding queue-based routing
  • Creating and assigning routing profiles
  • Setting up security profiles
  • Basic agent hierarchy configuration
  • Lab: Build Your Team Structure
  • Lab: Security Profile Audit

Contact Flows Fundamentals

This module introduces participants to the logic that drives the customer experience in Amazon Connect. Rather than building complex flows from scratch, participants focus on understanding how existing flows work, how to read them confidently, and how to make safe, targeted modifications.

  • What contact flows are and how they work conceptually
  • Navigating the contact flow editor
  • Understanding common blocks — play prompt, get customer input, transfer to queue
  • Reading and interpreting an existing contact flow
  • Recognizing when changes require deeper expertise
  • Lab: Read the Map
  • Lab: Make a Safe Edit

Agent & Supervisor Experience

This module gives participants a ground-level view of what agents and supervisors experience when working in Amazon Connect day-to-day. Understanding the front-end experience is essential for IT administrators who need to support these users, troubleshoot issues, and configure the system in a way that reflects operational reality.

  • The Contact Control Panel (CCP) — agent experience overview
  • Supervisor monitoring and real-time dashboards
  • Managing agent states and availability
  • Handling basic escalations and transfers
  • Queue visibility and live metrics
  • Lab: Play Both Roles
  • Lab: Simulate a Queue Escalation

Reporting & Basic Analytics

This module equips participants with the skills to monitor contact center performance using Connect's built-in reporting tools. Participants work with both real-time and historical data, set up automated reporting workflows, and develop the ability to interpret what the data is telling them about platform and operational health.

  • Built-in real-time and historical reporting
  • Key metrics to monitor — AHT, abandon rate, and service level
  • Downloading and scheduling reports
  • Understanding what the data is telling you
  • When metrics indicate a configuration issue versus a people issue
  • Lab: Build Your First Report
  • Lab: Schedule & Distribute

Day-to-Day Administration & Maintenance

This module focuses on the recurring tasks that make up the reality of owning an Amazon Connect environment post go-live. From user lifecycle management to troubleshooting common issues, participants build the practical habits and processes needed to keep the platform running reliably. Emphasis is placed on knowing when to self-resolve and when to escalate.

  • Adding and deactivating users
  • Adjusting hours of operation and holiday schedules
  • Managing phone numbers
  • Basic troubleshooting — common issues and how to diagnose them
  • Knowing when to escalate and to whom
  • Staying current with AWS Connect updates and release notes
  • Lab: Onboard & Offboard a User
  • Lab: Troubleshooting Scenarios
  • Lab: Holiday Schedule Update

Expanding Your Contact Center Capabilities

This final module broadens participants' perspective beyond day-to-day administration and introduces the wider landscape of what Amazon Connect can do at a more advanced level. Participants explore AI-powered self-service, CRM integrations, and generative AI capabilities through a guided demo environment, leaving the course with a clear picture of where the platform can take their organization next.

  • Overview of advanced capabilities — IVR design, AI-powered self-service, and chatbots
  • Introduction to Salesforce integration possibilities
  • What generative AI can do for your contact center
  • Evaluating when to build in-house versus engage specialists
  • Resources and next steps for continued learning
  • Lab: Explore What's Possible (Guided Demo)

Schedule

Upcoming Course Dates

There are currently no scheduled dates for this course. If you are interested in this course, contact us with the form below.

Contact Information
Ascendient Learning would like to occasionally share news about our services and career opportunities via e-mail when we believe it would be relevant to you. Would you like to opt-in to these communications? You may withdraw your consent at any time using the opt-out/preferences link in the emails sent.

FAQ

Does the course schedule include a Lunchbreak?

Classes typically include a 1-hour lunch break around midday. However, the exact break times and duration can vary depending on the specific class. Your instructor will provide detailed information at the start of the course.

What languages are used to deliver training?

Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.

What does GTR stand for?

GTR stands for Guaranteed to Run; if you see a course with this status, it means this event is confirmed to run. View our GTR page to see our full list of Guaranteed to Run courses.

Does Ascendient Learning deliver group training?

Yes, we provide training for groups, individuals and private on sites. View our group training page for more information.

What does vendor-authorized training mean?

As a vendor-authorized training partner, we offer a curriculum that our partners have vetted. We use the same course materials and facilitate the same labs as our vendor-delivered training. These courses are considered the gold standard and, as such, are priced accordingly.

Is the training too basic, or will you go deep into technology?

It depends on your requirements, your role in your company, and your depth of knowledge. The good news about many of our learning paths, you can start from the fundamentals to highly specialized training.

How up-to-date are your courses and support materials?

We continuously work with our vendors to evaluate and refresh course material to reflect the latest training courses and best practices.

Are your instructors seasoned trainers who have deep knowledge of the training topic?

Ascendient Learning instructors have an average of 27 years of practical IT experience and have also served as consultants for an average of 15 years. To stay current, instructors spend at least 25 percent of their time learning new, emerging technologies and courses.

Do you provide hands-on training and exercises in an actual lab environment?

Lab access is dependent on the vendor and the type of training you sign up for. However, many of our top vendors will provide lab access to students to test and practice. The course description will specify lab access.

Will you customize the training for our company’s specific needs and goals?

We will work with you to identify training needs and areas of growth.  We offer a variety of training methods, such as private group training, on-site of your choice, and virtually. We provide courses and certifications that are aligned with your business goals.

How do I get started with certification?

Getting started on a certification pathway depends on your goals and the vendor you choose to get certified in. Many vendors offer entry-level IT certification to advanced IT certification that can boost your career. To get access to certification vouchers and discounts, please contact info@ascendientlearning.com.

Will I get access to content after I complete a course?

You will get access to the PDF of course books and guides, but access to the recording and slides will depend on the vendor and type of training you receive.

How do I request a W9 for Ascendient Learning?

View our filing status and how to request a W9.

Reviews

The instructor was thorough and they also provided hands-on demonstrations with labs.

Great company -- easy to sign up and very organized. Loved my teacher and class overall.

very good and spcecific course and above all a very good instructor. In few days I have learned a lot.

I liked the pace of the course. I like that I have more than instance to use the lab.

Sean is the very good instructor. I would like to take his class again in the future.