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Duration 2 days
Course Code ACT-4001
Available Formats Classroom

Overview

Course Description

Amazon Connect Implementation equips implementation engineers to plan, build, configure, and validate a production-ready Amazon Connect deployment from requirements through go-live. The course follows the implementation lifecycle in sequence — from requirements gathering and configuration planning, through instance build, contact flow development, and AWS service integration, to quality management configuration, go-live cutover execution, and post-deployment handoff to operations.
Participants work in a sandbox AWS environment throughout, applying each phase of the implementation lifecycle against a fictional contact center scenario. The configuration workbook produced in Module 1 drives the build work in Module 2, and the contact flows developed in Module 3 are extended with Lambda, DynamoDB, and Amazon Lex integrations in Module 4. Module 5 covers recording configuration to PCI and HIPAA compliance standards using Contact Lens. Module 6 walks through a simulated go-live cutover including injected issues that require diagnosis under time pressure. Module 7 covers post-deployment validation, CloudWatch monitoring configuration, and the documentation required to formally hand off the platform to an operations team.
This course is designed for implementation engineers, contact center platform engineers, cloud engineers, and technical consultants who are responsible for delivering Amazon Connect deployments. Completion of Amazon Connect Foundations and Amazon Connect Solution Architecture, or equivalent practical knowledge, is required. Participants should be comfortable writing basic Python or JavaScript code and working with REST APIs.

Skills Gained

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

  • Execute a structured implementation plan for an Amazon Connect deployment from requirements gathering through go-live
  • Build and validate a production-grade instance configuration including telephony, users, queues, and routing
  • Develop and test contact flows that meet defined functional requirements
  • Configure and validate AWS service integrations required to support dynamic routing and data-driven contact handling
  • Implement quality management and recording configurations in compliance with defined requirements
  • Execute a go-live readiness assessment and cutover plan
  • Perform post-deployment validation and handoff to the operations team

Who Can Benefit

This course is designed for implementation engineers, contact center platform engineers, cloud engineers, and technical consultants responsible for delivering Amazon Connect deployments end-to-end. Participants should have completed Amazon Connect Foundations and Amazon Connect Solution Architecture or hold equivalent hands-on experience. Comfort writing basic Python or JavaScript and working with REST APIs and JSON are required.

Prerequisites

Participants should enter this course with:

  • Completion of Amazon Connect Foundations or equivalent hands-on platform experience
  • Completion of Amazon Connect Solution Architecture or equivalent architectural knowledge is recommended
  • Hands-on experience with AWS services including Lambda, IAM, S3, and CloudWatch
  • Comfortable writing basic code or scripts — Python or JavaScript experience is beneficial
  • Familiar with REST APIs, JSON, and basic debugging techniques
  • Working knowledge of contact center operations and terminology
  • AWS Developer Associate certification or equivalent knowledge is beneficial but not required

Organizational Objectives

This course helps organizations to:

  • Reduce implementation project risk by ensuring engineers can translate business requirements into a structured configuration workbook before build begins — eliminating rework caused by undocumented assumptions
  • Accelerate time-to-go-live by training implementation engineers in a repeatable deployment methodology covering instance build, contact flow development, AWS service integration, and cutover execution
  • Lower compliance exposure on recording and quality management configuration by developing engineers' ability to implement PCI and HIPAA-aligned pause/resume recording and Contact Lens configurations
  • Improve post-go-live stability by equipping implementation teams to produce validated handoff documentation — including CloudWatch monitoring configuration, known issues logs, and escalation contacts — before the operations team takes ownership
  • Build internal Amazon Connect implementation capability, reducing reliance on third-party deployment consultants for end-to-end project delivery

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.

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Course Details

Course Details

Implementation Planning & Requirements Mapping

A successful Amazon Connect implementation starts well before anyone touches the admin console. This module covers how to translate business requirements into a structured implementation plan — identifying dependencies, sequencing work, and establishing the configuration standards that will govern the entire build.

  • Implementation lifecycle — phases, milestones, and dependencies
  • Requirements gathering for contact center deployments — what to ask and why
  • Translating requirements into a configuration workbook
  • Instance naming standards, tagging strategy, and configuration governance
  • Identifying integration dependencies early — what needs to be in place before flows can be built
  • Stakeholder alignment — working with operations, IT, and business teams
  • Lab: Build a Configuration Workbook

Instance Build & Baseline Configuration

This module covers the end-to-end process of building a Connect instance to a production standard. Participants work through each configuration layer systematically, applying the standards established in the planning phase and validating each component before moving to the next.

  • Instance creation and initial configuration — settings, storage, and data streaming
  • Telephony configuration — claiming, porting, and assigning numbers
  • Hours of operation — standard schedules and exception handling
  • Queue configuration — standard queues, agent queues, and queue settings
  • Routing profile design and assignment
  • Security profile configuration and access control validation
  • User provisioning — bulk import, federation, and SSO options
  • Lab: Build to the Workbook

Contact Flow Development

This module focuses on the practical development of contact flows to meet defined functional requirements. Participants move from reading and modifying existing flows to building production-quality flows from scratch, applying development best practices and establishing a testing discipline throughout.

  • Flow development workflow — design, build, test, publish
  • Building a standard inbound voice flow from scratch
  • Implementing IVR menus, queue transfers, and after-hours handling
  • Prompt management — recorded audio versus text-to-speech, S3 storage
  • Contact attributes — setting, getting, and using attributes in flow logic
  • Flow testing methodology — unit testing individual blocks and end-to-end scenarios
  • Common build errors and how to diagnose them
  • Lab: Build an Inbound Voice Flow
  • Lab: Add Dynamic Prompt Handling

AWS Service Integrations

This module covers the integration layer that enables Amazon Connect to work with data and services beyond the platform itself. Participants build and configure Lambda functions, DynamoDB lookups, and Lex bots — the integrations that most enterprise deployments require.

  • Lambda integration with Connect — invocation patterns, timeout handling, and error management
  • Building a Lambda function for contact flow use — structure, response format, and testing
  • DynamoDB integration — customer data lookups for dynamic routing and personalization
  • Amazon Lex — bot design basics and integration with Connect contact flows
  • Amazon S3 — storing and retrieving prompts, recordings, and contact data
  • Kinesis Data Streams — real-time contact data streaming for analytics
  • Lab: Build a Customer Lookup Integration
  • Lab: Integrate a Lex Bot

Quality Management & Recording Configuration

This module covers the configuration of call recording, screen recording, and quality management in Amazon Connect. Participants implement recording configurations that meet compliance requirements, set up Contact Lens for speech analytics, and configure evaluation forms for quality management workflows.

  • Call recording configuration — full, partial, and on-demand recording options
  • S3 storage configuration for recordings — lifecycle policies and access controls
  • Pause and resume recording — implementation patterns for PCI and HIPAA compliance
  • Contact Lens — enabling conversational analytics and real-time alerts
  • Evaluation forms — building and assigning quality management forms
  • Screen recording configuration and storage
  • Lab: Configure Recording & Compliance Controls
  • Lab: Enable Contact Lens

Go-Live Readiness & Cutover

This module prepares participants for the highest-stakes phase of any implementation — the go-live. Participants work through a structured readiness assessment, produce a cutover plan, and execute a simulated cutover in the lab environment. Emphasis is placed on what can go wrong and how to respond quickly.

  • Go-live readiness criteria — technical, operational, and organizational
  • Pre-cutover testing — load testing, end-to-end scenario testing, and UAT sign-off
  • Cutover plan structure — sequencing, timing, roles, and rollback triggers
  • Number porting cutover — process, timing windows, and validation steps
  • Hypercare planning — monitoring, escalation paths, and war room setup
  • Common go-live issues and how to respond
  • Lab: Execute a Simulated Cutover

Post-Deployment Validation & Handoff

This final module covers the period immediately after go-live — the validation work, stabilization tasks, and formal handoff to the operations team. Participants produce the documentation required to close out the implementation and set the operations team up for success.

  • Post-deployment validation checklist — what to check and how often in the first 72 hours
  • Monitoring configuration — CloudWatch alarms, dashboards, and alerting thresholds
  • Known issue tracking and rapid response during hypercare
  • Operations handoff — what to document and what to walk through with the ops team
  • Implementation retrospective — lessons learned and continuous improvement
  • Lab: Produce a Handoff Pack

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.

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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.

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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.

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Reviews

ExitCertified provided a very organized way to learn and provided materials to follow along.

The labs and course material gave me valuable insights into cloud security architecture

As long as you keep Holly as an instructor, I will always come back to learn.

Brandon was a great instructor. The virtual course materials and labs provided were very informative.

Great and very intuitive. Better than the traditional hit the wrong button/lose points.