In the fast-paced world of cloud innovation, it can be difficult to stay ahead of the curve, and at Amazon Connect we recognize the need to provide comprehensive, up-to-date training resources for our customers and partners.
Amazon Connect has revolutionized the contact center industry as a secure, scalable, and feature-rich Amazon Web Services (AWS) service since its launch in 2017. Over the years, Amazon Connect has rapidly expanded and released over 450 major features based on customer feedback.
However, our analysis revealed that existing digital training offerings were not meeting the needs of their diverse user base. We identified several issues, including:
- Courses are product-focused and lack personalization for different roles.
- Due to the length of the course, it was difficult to complete it within the deadline.
- Frequent feature releases mean content becomes outdated within 6-12 months.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 have redesigned our new digital enablement strategy. A Learning Plan is a structured approach to acquiring AWS Cloud skills. A Learning Plan maps out your path to acquiring the essential knowledge and skills needed to take on a specific job role and perform that job function. A Learning Plan provides a customized roadmap to progress through your AWS learning as efficiently as possible. Instead of learning all the concepts related to one application or service, you learn only the specific concepts across multiple applications, services, and product offerings to enable you to perform your job effectively. This learning approach saves you time by focusing only on the areas required for your targeted job role.
For our first learning plan, we have chosen one of the most important personas in a contact center: a communications specialist. Whether you are a contact center implementation engineer, telecommunications engineer, interactive voice response (IVR) specialist, IVR applications engineer, senior communications analyst, call center application technical consultant, or telephony administrator, our first learning plan will teach you all the core Amazon Connect concepts you need for your job.
We have created a series of free, curated, short (30-60 minutes), interactive digital courses. The course covers learning outcomes related to telephony, IVR, flows, routing, and omnichannel deployments, but also includes relevant information about AWS services integrated with Amazon Connect. The course provides videos, graphics, and knowledge checks to enhance the learning experience. Real-world use cases and scenarios are used to guide you through the learning.
You'll gain an understanding of Amazon Connect as a single application, with a foundational knowledge of the Amazon Connect console and instance, agent application, and conversation analytics features. Then you'll dive deeper into Amazon Connect IVR by learning about flows, conversational interfaces, and routing. Out-of-the-box extensions for chat and messaging channels complement your learnings for the voice channel. Whether you're learning managed telephony concepts or setting up and pricing for in-app, web, and video calling, these skills will help you build and maintain your core contact center workloads using best practices recommended by our team of Amazon Connect specialists.
Amazon Connect Communications Specialist Badge
Completing the tailored curriculum in the Amazon Connect Communications Specialist learning plan will prepare you well for the final knowledge check assessment. If you pass this assessment with a score of 80% or higher, you will earn the Amazon Connect Communications Specialist badge. The Credly badge will be issued within two weeks of passing the free knowledge check assessment. This badge formally recognizes the Amazon Connect and AWS focused competencies you have acquired through the training, which plays an important role in showcasing valuable cloud skills and experience for career advancement.
Why do we need badges? Benefits of digital badges include:
- Validate your Amazon Connect and AWS skills and knowledge. Earning an AWS badge proves that you have completed AWS training and have the skills required for a specific job role.
- Share your expertise with employers. Displaying the Amazon Connect AWS badge on your resume or online profile lets hiring managers and technical recruiters know you have AWS Cloud and contact center skills relevant to your open role.
- Stand out from other candidates: Cloud skills are in demand in today's job market, so earning your badge will give your resume an edge over other candidates who don't have a cloud contact center qualification.
- Easy to earn with short learning times: AWS Badges represent the completion of a crash course that targets a specific skill set that you can master quickly.
- Share with your broader network: AWS badges contain digital credentials that can be easily shared or linked to through sites like LinkedIn, showcasing your skills to your broader professional network.
- Digital badges build a path to career advancement. Earning a badge opens up a range of certification levels and paths to career growth.
Expanding Amazon Connect qualifications by role
Our next focus is on Amazon Connect Developers. We have curated courses for developers to complement their responsibilities in building flows and various Amazon Connect integrations. The courses cover Amazon Connect Developer fundamentals (AWS CLI, REST API, SDKs), AWS Lambda integration options for Amazon Connect flows, and other integration options using data streaming with Amazon Kinesis and Amazon EventBridge. Additionally, we have a front-end development course where you will learn how to integrate your system of record with Amazon Connect to extend the functionality of your application. Finally, you will learn the fundamentals on how to deploy Amazon Connect workloads using infrastructure-as-code services such as AWS CloudFormation and AWS Cloud Development Kit (CDK).
As job roles evolve, our learning plans will expand to cover Contact Center Architect, Data & Analyst Specialist, Operations, Cloud Contact Center Infrastructure Administrator, Contact Center Administrator, Workforce Optimization, and Outbound Campaign Specialist roles. We continue to work backwards from our customers' needs and welcome your feedback.
Our new digital enablement strategy aims to provide a personalized, modern, and validated training experience to help our customers and partners leverage the full potential of Amazon Connect. Earn your Amazon Connect Communications Specialist badge today.
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