Syllabus

Every Round 2 section, and where it lives in the campus.

Fundamentals · Fundamentals to advanced

Eighteen tracks run from the AWS account under the instance through flows, routing, resiliency, and the ecosystem.

Fundamentals · Architecture

The 3D map and the flat fallback show Connect, Lex, Lambda, Kinesis, conversational analytics, and the CCP.

Build · Deployment

Create the instance on purpose, then repeat it with CloudFormation, CDK, or Terraform. Every lesson has an IaC tab.

Build · Migration and cutover

CUCM, UCCX, UCCE, Webex Contact Center, Genesys, and Avaya map onto Connect objects. The cutover sheet is a checklist, not a hero weekend.

Build · Configuration walkthroughs

Twenty-four browser labs: flow builder, routing, Lambda, CTR, Erlang, pricing, IAM, SAML, hours, quotas, and the ecosystem map.

Operate · Troubleshooting playbooks

One fault, one hop, one capture, one change. The fault catalog is the playbook.

Operate · Ports and protocols

TCP 443 for signaling. UDP 3478 for softphone media. A firewall matrix and a mastery game sit beside the lesson.

Telephony · PSTN, porting, and external voice

DID, toll-free, shared cost, and UIFN are the number types. Connect does not give you a CUCM SIP trunk page. The external voice connector is an analytics product with its own price and a default quota of 0.

Ecosystem · Workforce management

Native forecasting and agent scheduling, plus the third-party path that reads agent events.

Ecosystem · Recording and quality

S3 recordings, screen recording, Kinesis Video Streams for a live third-party recorder, and quality on conversational analytics.

Ecosystem · E911 and emergency calling

US CCP agents: validate an address, store it, whisper it on 911, and test with 933. This lab never places a live 911 call.

Operate · Reporting and analytics

CTR fields, real-time and historical metrics, and conversational analytics, which the admin guide used to call Contact Lens.

Integrate · CRM and API integrations

Salesforce CTI Adapter and SCC-AC, ServiceNow Voice, Microsoft Teams as a chat client, and CUCM kept beside Connect.

Advanced · AI agents and bots

Lex V2, agent assist (formerly Amazon Q in Connect), and Agentic CX as a flow exit with a way back to a person.

Operate · Security and compliance

Security profiles versus IAM, KMS key policy, SAML attributes, quotas, and the 14 October 2026 price appendix.

Career · Licensing and certification

There is no Amazon Connect specialty exam. Skill Builder badges pass at 80 percent. AWS Certification exams are a different catalog.

Career · Roadmap and what's new

The timeline is cited through 2 September 2026. Anything published after the 14 October 2026 read of the pricing appendix is unverified on this campus.

Integrate · Real customer integrations

The published patterns are Salesforce, ServiceNow, Teams, and a PBX beside Connect. A diagram of a SIP trunk into Teams Phone is not the AWS blog pattern.

Career · Interview prep and career paths

Five roles, the exam or badge that matches each, and the per-track interview traps.

Sources and go deeper