One-line summary
Build a cloud contact center that uses contact flows, IVR, queues, and routing to connect voice or chat contacts with agents or self-service workflows.
Core role
- Manage voice, chat, outbound contact, callbacks, queues, and the agent workspace.
- Route contacts according to skills and business rules.
- Use Lambda for business data, Lex for conversational understanding, and Polly for speech synthesis.
Exam focus and pitfalls
- IVR, queues, agents, and callbacks point to Amazon Connect.
- SES delivers application email; SNS publishes notifications; Connect is a real-time customer contact center.
- CloudFront distributes web content and does not route calls or chats.
- Extensions still require protection of customer data, least-privilege Lambda access, and flow monitoring.
Key takeaway
Voice/chat + IVR + queue + agent + callback means Amazon Connect.