Contact Center EngineeringIntermediate → SeniorNEW

Amazon Connect & AI Contact Centers

Automate and scale cloud contact centers — provision phone systems on Amazon Connect, build IVR flows, integrate DeepGram AI transcription, and ship real-time call analytics dashboards.

4.8rating963 students5h 30m total6 lessons

1 Projects

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What you'll learn

Provision and configure Amazon Connect instances programmatically

Build IVR contact flows with routing, queues, and business-hours logic

Automate client onboarding with Lambda + Terraform

Integrate DeepGram for real-time call transcription and AI analysis

Score call quality automatically using LLM-based analysis

Build a real-time agent performance and call analytics dashboard

Deploy after-hours AI bots that handle patient calls autonomously

Final Project

Build a fully automated contact center onboarding system with AI transcription and a live analytics dashboard

Curriculum

6 lessons · 5h 30m

Amazon Connect: Instances, Queues & Routing

40 min

IVR Contact Flows & Business-Hours Logic

40 min

Real-Time AI Transcription with DeepGram

45 min

AI-Powered Call Quality Scoring

40 min

Real-Time Call Analytics Dashboard

50 min

Project: End-to-End Contact Center Automation

Project

65 min

Course Info

Lessons6 lessons

Total time5h 30m

LevelIntermediate → Senior

Students963

Rating4.8 / 5.0

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