Mastery

This order is the lab sequence, from the AWS account under the instance through the bridges. It is not a certification path.

1. Foundations — The AWS the contact center sits on
2. Instance — The boundary you actually operate
3. Telephony — Numbers, ports, and the PSTN
4. Contact flows — Every block and the module
5. Lex V2 — Intents, slots, and DTMF
6. Agent assist and agentic AI — Q, Wisdom, and what replaced them
7. Lambda — The eight-second contract
8. Routing — Queues, profiles, hours, and proficiency steps
9. CCP and workspace — The agent desktop and Streams
10. Profiles, cases, tasks — The work that outlives the call
11. Channels and campaigns — Chat, SMS, WhatsApp, email, outbound
12. Analytics — CTR, conversational analytics, and evaluation forms
13. Security, quotas, price — IAM, KMS, SAML, and the bill
14. Global Resiliency — The supported second Region
15. Troubleshooting — One fault, one log, one change
16. Bridge — From CUCM, UCCX, UCCE, Webex, Genesys, Avaya
17. Integrations — Salesforce, ServiceNow, Teams, and public CPaaS notes
18. Ecosystem — Glossary, mind map, WFM, recording, E911, CRM, AI