Administering and Configuring Amazon Connect (ACAC)

Become a cloud-native contact center expert with our 'Administering and Configuring Amazon Connect' course, designed specifically for administrators, systems engineers, and AWS partners.

Course Thumbnail

Essential Skills Gained

Checkmark

Implement Amazon Connect as a cloud-native Contact Center

Checkmark

Configure security profiles and agent hierarchies

Checkmark

Design and manage advanced contact flows

Checkmark

Monitor and analyze contact center metrics and performance

Format

  • Instructor-led
  • 4 days with lectures and hands-on labs.

Audience

  • Administrators
  • Systems Engineers
  • AWS Partners
  • Cloud Engineers

Description

The Administering and Configuring Amazon Connect (ACAC) course is a 4-day, hands-on, instructor-led training intended for administrators, systems engineers, and AWS partners. This lab-intensive course enables learners to implement Amazon Connect as a cloud-native Contact Center. The course contains the following lecture and lab components.

Calendar icon

Upcoming Course Dates

August 11-14, 2025

10:00 AM - 6:00 PM

Virtual: Online - US/Eastern

Guaranteed to Run

Enroll

$3695

November 17-20, 2025

10:00 AM - 6:00 PM

Virtual: Online - US/Eastern

Guaranteed to Run

Enroll

$3695

Course Outline

Download PDF

Module 1: Introduction to Amazon Connect and related AWS Services

  1. Introducing Amazon Connect

  2. Amazon Connect Differentiators, Features, and Benefits

  3. Amazon Connect Partners and the AWS ecosystem

Module 2: Instantiating and Configuring the Amazon Connect

  1. IAM and Console Access

  2. Lab 1: Creating an AWS Account (Instructor Demo)

  3. Create an Amazon Connect Instance

  4. Lab 2: Creating an Amazon Connect Instance

  5. Configuration Components of Amazon Connect

  6. The Dashboard Configuration Guide

  7. Agent Hierarchies

  8. Security Profiles

  9. Agent Status and Settings

  10. Lab 3: Creating a Basic Configuration for Amazon Connect using the Dashboard

Module 3: Contact Flows

  1. Contact Flow Designer

  2. Contact Flow Designer – Blocks

  3. Building a Basic Inbound Contact Flow (Instructor Demo)

  4. Lab 4: Designing Contact Flows

  5. Queuing

  6. Lab 5: Creating Custom Queue Logic

  7. Contact Attributes

  8. Lab 6: Using Contact Attributes

  9. Amazon Polly and SSML

  10. Lab 7: Integrating Amazon Polly and SSML

  11. Chat and Contact Flows

  12. Lab 8: Configuring Chat in a Contact Flow

Module 4: Advanced Contact Flows

  1. Calling on a Lambda Function

  2. Lab 9: Invoking a Lambda Function

  3. Building a Lex Bot

  4. Lab 10: Building a Lex Bot for Chat and Voice

Module 5: Advanced Features

  1. Building a screen pop using the Connect Streams API

  2. Lab 11: Retrieving Data from a Database and Using it in a Contact Flow

  3. Queued Callback

  4. Lab 12: Implementing Queued Callback

Module 6: Advanced Agent Configurations

  1. Quick Connects

  2. Lab 13: Configuring the Agent and Agent Interface

  3. Monitoring and Recording Calls and Chats

  4. Lab 14: Monitoring and Recording Agent Interactions with Contacts

Module 7: Contact Lens

  1. Contact Lens Overview and Use Cases

  2. Configuring Contact Lens

  3. Analyzing a Contact Lens Call

  4. Creating new Tasks based on Contact Lens Rules

  5. Lab 15: Integrating Contact Lens

Module 8: Monitoring Metrics, Reports and Dashboards in Amazon Connect

  1. Real-time Metrics

  2. Historical Metrics

  3. Lab 16: Monitoring Metrics and Generating Reports

Your Team has Unique Training Needs.

Your team deserves training as unique as they are.

Let us tailor the course to your needs at no extra cost.