8781  Reviews star_rate star_rate star_rate star_rate star_half
Contact Us For Pricing
Duration 2 days
Course Code ACT-3001
Available Formats Classroom

Overview

Course Description

Amazon Connect Integrations equips engineers to design, build, and validate the integrations that connect Amazon Connect to enterprise systems and AI services. The course covers the full integration surface of the platform — from the architecture patterns and principles that apply across every integration type, to the specific implementation of Salesforce CTI, Lambda-based CRM data exchange, Amazon Lex conversational AI, AWS AI and generative AI services, and Kinesis-based data streaming for analytics.
Participants build working integrations throughout the course using sandbox AWS accounts and Salesforce environments. The Salesforce CTI module covers the Amazon Connect CTI Adapter in depth, including screen pop configuration, click-to-dial, and automated activity logging. The Lambda and CRM integration module develops participants' ability to build functions that perform CRM data lookups and write contact data back to external systems. The AI and generative AI module covers Amazon Transcribe, Amazon Comprehend, and Amazon Bedrock, including a Bedrock agent assist integration that surfaces knowledge articles to agents in real time. The data streaming module addresses Kinesis Data Streams configuration, Lambda-based event processing, and downstream delivery to S3, Redshift, and BI platforms including QuickSight. A dedicated troubleshooting module applies CloudWatch Logs and AWS X-Ray to realistic broken integration scenarios.
This course is designed for integration engineers, solutions architects, senior cloud engineers, Salesforce technical consultants, and contact center platform engineers who are responsible for delivering enterprise Amazon Connect integrations. Completion of Amazon Connect Implementation or equivalent hands-on deployment experience is required.

Skills Gained

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

  • Design and implement a Salesforce CTI integration with Amazon Connect using the Amazon Connect CTI Adapter
  • Build Lambda-based integrations that enable data exchange between Connect and enterprise CRM and backend systems
  • Configure and integrate Amazon Lex bots for conversational self-service within Connect contact flows
  • Implement AI-powered contact handling using Amazon Transcribe, Comprehend, and Bedrock in a Connect workflow
  • Design and configure real-time and historical data streaming from Connect to downstream analytics platforms
  • Apply integration testing and validation practices appropriate for production contact center environments
  • Diagnose and resolve common integration failures using AWS logging and monitoring tools

Who Can Benefit

This course is designed for integration engineers, solutions architects, senior cloud engineers, Salesforce technical consultants, and contact center platform engineers who are responsible for building and maintaining integrations between Amazon Connect and enterprise systems. Completion of Amazon Connect Implementation or equivalent hands-on deployment experience is required.

Prerequisites

Participants should enter this course with:

  • Completion of Amazon Connect Implementation or equivalent hands-on deployment experience
  • Proficient with AWS Lambda — able to write, deploy, and debug Lambda functions in Python or JavaScript
  • Familiar with REST APIs, JSON payloads, and API authentication patterns
  • Basic understanding of Salesforce data model — objects, records, and flows — is beneficial but not required
  • Working knowledge of AWS services including IAM, S3, DynamoDB, CloudWatch, and Kinesis
  • Familiar with Amazon Lex at a conceptual level
  • AWS Developer Associate certification or equivalent is beneficial but not required

Organizational Objectives

This course helps organizations to:

  • Enable in-house delivery of Salesforce CTI and Lambda-based CRM integrations, reducing reliance on specialist consultants for high-frequency integration patterns
  • Reduce integration failure risk in production environments through structured testing methodology and validation practices appropriate for contact center uptime requirements
  • Accelerate AI capability deployment by training engineers to integrate Amazon Transcribe, Comprehend, and Bedrock into Connect workflows — enabling agent assist and self-service automation without third-party AI platforms
  • Improve contact center analytics capability by equipping engineers to configure Kinesis data streaming pipelines that deliver structured contact data to BI platforms including QuickSight
  • Shorten incident resolution time for integration failures by developing diagnostic discipline using CloudWatch Logs and AWS X-Ray across distributed integration architectures

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

Integration Architecture Foundations

Before building any individual integration, engineers need a clear model of how Amazon Connect interacts with external systems. This module establishes the integration architecture framework — covering the patterns, protocols, and boundaries that apply across every integration type covered in the course.

  • Amazon Connect integration points — contact flows, Streams API, and admin APIs
  • Integration patterns — synchronous versus asynchronous, event-driven, and polling
  • Authentication and authorization for Connect integrations — IAM roles, API keys, and OAuth
  • Error handling principles for contact center integrations — graceful degradation and fallback design
  • Integration testing strategy — unit, integration, and end-to-end testing in a contact center context
  • Monitoring and observability for integrations — CloudWatch, X-Ray, and structured logging
  • Lab: Map an Integration Architecture

Salesforce CTI Integration

This module covers the most requested integration in enterprise Amazon Connect deployments — the Salesforce CTI integration. Participants configure the Amazon Connect CTI Adapter, build screen pop and click-to-dial functionality, and understand how to extend the integration to support advanced Salesforce workflows.

  • Amazon Connect CTI Adapter — architecture, components, and installation
  • Salesforce Call Center configuration and softphone layout setup
  • Screen pop configuration — mapping contact attributes to Salesforce record lookups
  • Click-to-dial — configuration and outbound call initiation from Salesforce
  • Activity logging — automatic call log creation in Salesforce
  • CTI Adapter customization — custom tabs, panels, and Salesforce Flow triggers
  • Troubleshooting CTI Adapter issues — common failures and diagnostic steps
  • Lab: Install and Configure the CTI Adapter
  • Lab: Build a Screen Pop

Lambda & CRM Data Integrations

This module develops participants' ability to build Lambda-based integrations that connect Amazon Connect to CRM systems and backend data sources. Participants design and build functions that perform data lookups, write contact data back to external systems, and drive dynamic routing decisions based on real-time data.

  • Lambda integration patterns for Connect — invoke, response handling, and timeout management
  • Connecting Lambda to Salesforce — authentication options and API call patterns
  • Connecting Lambda to external databases and REST APIs
  • Writing contact data back to CRM systems — post-call activity logging via Lambda
  • Dynamic routing via Lambda — routing decisions based on CRM data and business rules
  • Environment variables, secrets management, and Lambda configuration best practices
  • Lab: Build a Salesforce Data Lookup
  • Lab: Write Back to Salesforce

Conversational AI Integration — Amazon Lex

This module covers the design and integration of Amazon Lex bots within Amazon Connect for self-service automation. Participants move beyond basic bot integration to design multi-intent bots, manage session state, and handle the handoff between bot and agent effectively.

  • Amazon Lex architecture — intents, slots, fulfillment, and session management
  • Designing a bot for contact center use — conversation design principles
  • Integrating Lex with Connect — flow configuration and attribute passing
  • Managing session state and context between bot turns
  • Agent handoff — passing bot context and collected data to the live agent
  • Fallback handling and escalation design
  • Testing and iterating on bot performance
  • Lab: Build and Integrate a Self-Service Bot

AI & Generative AI Integrations

This module introduces the AI services that extend Amazon Connect beyond traditional contact center capabilities. Participants integrate Amazon Transcribe for real-time and post-call transcription, Amazon Comprehend for sentiment analysis, and Amazon Bedrock for generative AI-powered contact handling and agent assist scenarios.

  • Amazon Transcribe — real-time transcription integration with Connect and Contact Lens
  • Amazon Comprehend — post-call sentiment analysis and topic classification
  • Amazon Bedrock — architecture overview and integration patterns for contact center use cases
  • Agent assists with Bedrock — real-time knowledge retrieval and suggested responses
  • Generative AI for self-service — Bedrock-powered conversational flows
  • Data privacy and compliance considerations for AI integrations
  • Lab: Enable Real-Time Transcription
  • Lab: Build a Bedrock Agent Assist Integration

Data Streaming & Analytics Integrations

This module covers the data layer of Amazon Connect — how to stream contact and agent event data to downstream platforms for real-time monitoring and historical analytics. Participants configure Kinesis data streams, design event processing pipelines, and connect Amazon Connect data to BI and analytics tools.

  • Amazon Connect data streams — contact trace records, agent events, and real-time metrics
  • Kinesis Data Streams configuration for Connect
  • Processing CTR data with Lambda for downstream consumption
  • Amazon S3 and Redshift as destinations for historical contact data
  • Connecting Connect data to BI tools — QuickSight and third-party platforms
  • Real-time alerting based on streaming contact data
  • Lab: Configure a Contact Data Stream

Integration Testing & Troubleshooting

This final module consolidates the testing and troubleshooting skills required to deliver reliable integrations in production environments. Participants apply a structured testing methodology to the integrations built throughout the course and work through realistic failure scenarios using AWS diagnostic tools.

  • Integration testing methodology — what to test, how to test it, and what done looks like
  • End-to-end test scenario design for contact center integrations
  • CloudWatch Logs and structured logging for Lambda and Connect
  • AWS X-Ray for distributed tracing across integration components
  • Common integration failure patterns and diagnostic approaches
  • Runbook design for integration incident response
  • Lab: Troubleshooting Lab

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

ExitCertified gave a great course on AWS that covered all of the basics in depth with good lab materials.

Instructor knew her stuff. Long time in the industry. Course was easy to follow and very informative.

Overall ExitCertified is a great training provider and the remote learning is as effective as in person.

Great class I learned a great deal from the material. There would seem to a large amount that I need to learn about.

Both course material and instructor demonstrated a sound foundation on Maximo material