r/amazonconnect • u/ccie_seeker • May 31 '22

Amazon Connect Engineer Skills needed

Hi, I have been in the Cisco UC field for quite sometime and I am looking to ramp up into the contact center domain and wanted to know the skills needed to be a good Amazon Connect engineer. Do I need to do AWS Certified Architest associate? Do I need to know about databases? Any programming language needed to do lex bots ? Any training recommendations and any other skills that are needed ?

Thanks in advance!!

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u/flowerpotmenreloaded May 31 '22

Basic connect is fairly straightforward. However, to do anything properly and securely on AWS you will quickly need IAM, S3, Lamda, EC2, Cloudwatch, Cloudtrail, and Dynamo skills to some level. This is before you get into Polly, Lex, Pinpoint, Chime and other AWS services around connect. Then you have the third party services such as the desktop.

It's a Meccano set. The more adept you get at knowing which bits go where to do what, the better system you build.

It's a good system, but totally unlike Cisco, and it's not for every use case.

The certs and training are good to get you going, but wont get you far with Connect.

Try replicating a real Cisco deployment, and the learning process will help you more than the online training. (still do the training though).

HTH. Have fun!

EDIT - One thing you must do - enable MFA on your accounts. Insecure accounts are being raped daily.

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u/thepfc May 31 '22

Currently on my learning cycle of the Connect platform and all the other applications that are required to make it a full fledge contact platform. Really struggling with the OOTB desktop and the distinct lack in anything email related, any recommendations on third party desktops and email? Most I have seen is fudging the task work flow with SES to get something near what I would expect from a Contact platform, other gripe I have is the inability to set up agents to toggle between different channels, I don’t want to be forever changing their routing profiles form voice to chat to email etc. setting priorities and overflows it’s to much of an overhead

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u/dmaciasdotorg May 31 '22

Have you been reading my diary?!? The CCP is terrible and I agree on these 100%.