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Duration 2 days
Course Code ACT-2001
Available Formats Classroom

Overview

Course Description

Amazon Connect Solution Architecture develops the skills solutions architects and senior engineers need to design scalable, secure, and resilient Amazon Connect contact center solutions for enterprise environments. The course moves well beyond platform administration to address the architectural decisions that determine whether a Connect deployment can meet enterprise requirements for availability, compliance, performance, and operational maintainability.
Participants work through seven architectural domains: the internal architecture of Amazon Connect itself including control plane, data plane, and media plane; telephony design covering PSTN integration, SIP trunking, number porting, and outbound calling configuration; advanced routing architecture including skills-based routing, overflow patterns, and agent hierarchy design; contact flow architecture using modular design patterns, Lambda-driven dynamic routing, and flow versioning strategy; security and compliance architecture applying IAM least-privilege design, encryption, CloudTrail logging, and frameworks including PCI DSS, HIPAA, and GDPR; high availability and disaster recovery using traffic distribution groups and active-active multi-region patterns; and architecture documentation standards including decision records, diagramming conventions, and handoff artefacts.
This course is designed for solutions architects, senior cloud engineers, pre-sales engineers, and contact center platform architects who are responsible for designing Amazon Connect solutions that will operate at enterprise scale. AWS Solutions Architect Associate certification or equivalent architectural experience is recommended.

Skills Gained

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

  • Design a complete Amazon Connect architecture that meets enterprise-grade requirements for scale, availability, and security
  • Evaluate and select the appropriate Connect instance model, telephony configuration, and network topology for a given use case
  • Architect a multi-channel contact center solution supporting voice, chat, and task channels
  • Design contact flow logic that handles complex routing scenarios including skills-based routing, overflow, and after-hours handling
  • Incorporate AWS services such as Lambda, DynamoDB, S3, and Lex into a Connect architecture
  • Apply security and compliance best practices including encryption, logging, and access control at the architecture level
  • Produce architecture documentation and decision records appropriate for enterprise stakeholder review

Who Can Benefit

This course is designed for solutions architects, senior cloud engineers, pre-sales engineers, and contact center platform architects with responsibility for designing enterprise Amazon Connect solutions. Participants should have prior experience with AWS core services and a working understanding of contact center operations. AWS Solutions Architect Associate certification or equivalent knowledge is recommended.

  • Completion of Amazon Connect Foundations or equivalent hands-on experience with the platform
  • Working knowledge of AWS core services — EC2, Lambda, S3, IAM, CloudWatch, and VPCs
  • Familiar with telephony concepts including PSTN, SIP, DID management, and call routing
  • Understanding of contact center operations including IVR design, queue strategy, and agent management
  • AWS Solutions Architect Associate certification or equivalent knowledge is recommended
  • Experience designing or reviewing cloud architecture diagrams is beneficial
  • Familiarity with high availability and disaster recovery concepts in cloud environments

Prerequisites

Participants should enter this course with:

Organizational Objectives

This course helps organizations to:

  • design trade-offs before build begins
  • Improve compliance readiness by training architects to apply PCI DSS, HIPAA, and GDPR controls at the architecture level rather than as post-deployment corrections
  • Accelerate enterprise Connect deployments by equipping architects to produce implementation-ready documentation including decision records, component diagrams, and DR runbooks
  • Decrease reliance on third-party architecture review by building internal capability to design and validate scalable, high-availability Connect solutions
  • Prepare senior engineers to lead Amazon Connect solution design engagements, integrating Connect with Lambda, DynamoDB, Lex, Kinesis, and enterprise CRM systems

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

Amazon Connect Architecture Deep Dive

This module establishes the architectural foundation of Amazon Connect, going well beyond the platform overview covered in Foundations. Participants examine the internal architecture of a Connect instance, understand the underlying AWS infrastructure, and develop the mental model required to make sound design decisions throughout the course.

  • Amazon Connect internal architecture — control plane, data plane, and media plane
  • Instance types, regions, and multi-region considerations
  • Telephony architecture — PSTN integration, SIP trunking, and DID management
  • Network topology — VPC, PrivateLink, and traffic flow
  • Service limits, quotas, and capacity planning
  • High availability design patterns and regional failover options
  • Lab: Architecture Review Exercise

Telephony Design & Number Management

This module covers the telephony layer in depth — the part of the architecture that connects Amazon Connect to the real world. Participants design a telephony configuration that handles inbound and outbound calling at scale, including porting, failover, and international considerations.

  • Claimed numbers versus ported numbers — process, timelines, and trade-offs
  • Outbound calling — campaign dialing, caller ID management, and compliance
  • International number support and regional constraints
  • Telephony failover and redundancy patterns
  • E.164 formatting, DID pools, and number lifecycle management
  • Traffic distribution groups for multi-region deployments
  • Lab: Design a Telephony Plan

Advanced Routing Architecture

This module focuses on the routing layer — designing queue structures, routing profiles, and agent hierarchies that reflect real enterprise contact center operations. Participants work through complex routing scenarios and understand the architectural implications of each design decision.

  • Queue architecture — standard queues, agent queues, and queue prioritization
  • Skills-based routing design and proficiency modeling
  • Routing profile strategy for multi-skill, multi-channel environments
  • Agent hierarchy design for reporting and access control
  • Overflow and escalation routing patterns
  • Step-by-step routing and its architectural implications
  • Lab: Design a Routing Architecture

Contact Flow Architecture & Design Patterns

This module elevates contact flow work from the tactical to the architectural. Participants design contact flow structures that are modular, maintainable, and scalable — applying established design patterns and understanding the trade-offs between different approaches to flow logic.

  • Contact flow types and their architectural roles — inbound, customer queue, agent whisper, and transfer
  • Modular flow design — reusable flow segments and shared prompts
  • Dynamic routing using Lambda and contact attributes
  • Error handling and fallback patterns in flow design
  • Flow versioning, change management, and rollback strategy
  • Performance considerations — Lambda latency and timeout handling
  • Lab: Build a Modular Flow Architecture
  • Lab: Introduce Dynamic Routing

Security & Compliance Architecture

This module addresses the security and compliance dimensions of Amazon Connect architecture. Participants apply a layered security model across the platform — from IAM and access control through to data encryption, logging, and audit readiness — with reference to common regulatory frameworks relevant to contact center environments.

  • IAM roles, policies, and least-privilege design for Connect
  • Security profiles — designing role-based access for agents, supervisors, and admins
  • Data encryption at rest and in transit — recordings, transcripts, and contact data
  • CloudTrail, CloudWatch, and Connect logging strategy
  • PCI DSS, HIPAA, and GDPR considerations for contact center architectures
  • Pause and resume recording — architecture patterns for compliance
  • Lab: Security Architecture Review

High Availability & Disaster Recovery

This module equips participants to design Amazon Connect environments that remain operational under failure conditions. Participants apply AWS-native resilience patterns to Connect deployments and design recovery procedures appropriate for enterprise SLAs.

  • Amazon Connect's built-in resilience model and AWS responsibility boundaries
  • Traffic distribution groups and active-active multi-region design
  • Disaster recovery patterns — active-passive, active-active, and pilot light
  • RTO and RPO targets and their architectural implications
  • Dependency resilience — Lambda, DynamoDB, and Lex failure handling
  • DR testing strategy and runbook design
  • Lab: Design a DR Architecture

Architecture Documentation & Decision Records

This final module focuses on the professional output of the architecture process — the documents and artefacts that communicate design decisions to stakeholders, guide implementation teams, and provide an audit trail for future changes. Participants produce a complete architecture documentation set for the solution they have been designing throughout the course.

  • Architecture documentation standards and what enterprise stakeholders expect
  • Architecture decision records — structure, purpose, and when to write them
  • Diagramming standards — component diagrams, data flow diagrams, and sequence diagrams
  • Handoff documentation for implementation teams
  • Post-deployment architecture review and continuous improvement
  • Lab: Produce Your Architecture 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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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.

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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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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.

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

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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.

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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.

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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.

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Reviews

The technical data in the AWS Solutions Architect course was very thorough.

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

This was a good program to get prepared for the solutions architect associate exam.

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

ExitCertified gave me some good trainings and I got to learn through doing labs.