Every day, Amazon Customer Service handles millions of customer contacts across Amazon and its subsidiaries, spanning multiple regions including North America, Europe, South Africa, and Asia Pacific. Managing contact flows at this scale across multiple Amazon Connect instances to accommodate Retail and Amazon subsidiaries required a scalable, programmatic approach. The team set out to maintain consistency and support rapid innovation while maintaining high-quality customer experiences.
Amazon Connect provides L1 (low-level) AWS CloudFormation constructs for programmatic flow deployment. While these constructs support infrastructure as code (IaC) practices, developers work directly with JSON structures that mirror the Amazon Connect Flow language specification. For enterprise contact centers managing hundreds of flows across multiple instances, Amazon Customer Service built higher-level abstractions that bring software engineering best practices, including type…
https://aws.amazon.com/blogs/contact-center/managing-amazon-connect-flows-as-code-with-aws-cdk/
