In the fast-paced world of cloud innovation, it can be challenging to stay ahead of the curve. At Amazon Connect, we recognized the need to provide our customers and partners with comprehensive and up-to-date training resources.
Since its launch in 2017, Amazon Connect has revolutionized the contact center industry as a secure, scalable, and feature-rich Amazon Web Services (AWS) service. Over the years, we’ve expanded Amazon Connect at a rapid pace, introducing over 450 key features based on customer feedback.
However, our analysis found that existing digital training offerings do not meet the needs of our diverse user base. They highlighted several weaknesses, such as:
- The courses are product-oriented and lack individual adaptation to different roles.
- Due to the length of the courses, it was a challenge for you to complete them on time.
- Due to frequent feature releases, content becomes out of date within 6-12 months.
There is no way to validate your knowledge or track your progress.
Amazon Connect Communications Specialist Learning Plan
To address these issues, we’ve revamped our new digital empowerment strategy. Learning plans are a structured approach to acquiring AWS cloud skills. They outline a plan for how you’ll acquire the necessary and essential knowledge and skills to qualify for and perform in a specific job role. Learning plans provide a customized roadmap to make your AWS education as efficient as possible. Instead of learning all the concepts related to one application or service, you’ll learn only the specific concepts across multiple applications, services, and product offerings that will help you perform your role effectively. This learning approach saves time by focusing only on the areas required for your target role.
For the first learning plan, we’ve chosen one of the most important people in the contact center: the communications specialist. Whether you’re a contact center implementation engineer, a telecommunications engineer, an interactive voice response (IVR) specialist, an IVR application engineer, a senior telecommunications analyst, a call center application technical consultant, or a telephony administrator, our first learning plan will provide you with all the core Amazon Connect concepts you need to do your job.
We have created a curated series of short (30-60 minutes) and interactive free digital courses. The courses cover learning outcomes related to telephony, IVR, flows, routing, and omnichannel delivery, but also include relevant information about the AWS services integrated with Amazon Connect. The courses include videos, graphics, and knowledge quizzes to enhance your learning experience. They use practical use cases and real-life scenarios to guide you through the learning process.
You’ll learn about Amazon Connect as a single application and gain foundational knowledge: Amazon Connect console and instances, agent applications, and conversation analytics capabilities. You’ll then dive deeper into Amazon Connect IVRs by learning about flows, conversation interfaces, and routing. Out-of-the-box and advanced functionality for chat and messaging channels complements our knowledge of offering voice channels. Whether you want to explore managed telephony concepts or learn about setting up and pricing in-app, web, and video calls, these skills will help you build and manage your core contact center workloads using best practices recommended by our Amazon Connect specialist teams.
Amazon Connect Communications Specialist Badge
Completing the curriculum designed for you in the Amazon Connect Communications Specialist Learning Plan will help you thoroughly prepare for the final knowledge check. If you pass this exam with a minimum score of 80%, you will earn the Amazon Connect Communications Specialist Badge. The Credly badge will be issued within two weeks of the date you successfully pass your free knowledge check. The badge is a formal recognition of the targeted Amazon Connect and AWS skills you have acquired through your training and plays an important role in marking your valuable cloud skills and experience that will advance your career.
Why would you want a badge? The benefits of digital badges include:
- Validate your Amazon Connect and AWS skills and knowledge. Earn an AWS badge to show that you’ve completed AWS training and have skills for your specific job role.
- Signal your expertise to employers. By displaying Amazon Connect AWS badges on your resume and online profiles, hiring managers and technical recruiters know that you have relevant AWS cloud and contact center skills for their open positions.
- Stand out from other applicants. Given how in-demand cloud skills are in today’s job market, a badge can give your resume an edge over other applicants without cloud contact center qualifications.
- Easily earned through bite-sized learning, AWS badges represent the completion of short, focused courses that target specific skills that you can acquire quickly.
- They can be shared across larger networks. AWS badges are digital credentials that you can easily share and link to through sites like LinkedIn, making your skills visible across your larger professional networks.
- Digital badges pave the way to career advancement. Earning badges can pave the way to higher accreditation levels and career growth.
Expanding role-specific Amazon Connect qualifications
Our next immediate focus is Amazon Connect developers. For developers, we have put together courses that complement their tasks in building flows and various Amazon Connect integrations. The courses cover basic Amazon Connect developer knowledge (AWS CLI, REST APIs, SDKs) and AWS Lambda integration options for Amazon Connect flows. Additional integration options use data streaming with Amazon Kinesis and Amazon EventBridge. In addition, you will find frontend development courses that will teach you how to extend application functionality by integrating your systems of record with Amazon Connect. And last but not least, you will learn fundamental skills in using infrastructure-as-code services such as AWS CloudFormation and AWS Cloud Development Kit (CDK) to deploy Amazon Connect workloads.
As your professional role evolves, our learning plans will expand to include the following roles: Contact Center Architect, Data and Analytics Specialist, Operations, Cloud Contact Center Infrastructure Administrator, Contact Center Administrator, Workforce Optimization, and Outbound Campaign Specialist. We continue to work backwards from our customers’ needs and look forward to your feedback.
With our new digital enablement strategy, we aim to provide personalized, up-to-date, and validated training experiences that enable our customers and partners to realize the full potential of Amazon Connect. Get your Amazon Connect Communications Specialist badge today.
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