prep_flashcards

Question 1

Likewize

Answer 1

Consumer electronics device protection insurance company. Routes customers to most cost-effective repair solution. Business lines: Device Protection, Trade, Repair, Premium Tech Support.

Question 2

HITS (Handset Issue Tracking System)

Answer 2

Likewize’s proprietary insurance platform. Main integration target. Lambda API calls connect the IVR to claim data, routing logic, and status lookups.

Question 3

CTO Scope

Answer 3

Owns all customer-facing platform development: device protection, trade, repair, and premium tech support platforms.

Question 4

Center of Excellence

Answer 4

IT department with ~500 people. Includes DevOps, dev, support engineers, network, security, infrastructure, and cloud teams.

Question 5

Wise Connect Prefix

Answer 5

Naming convention for flows and modules. ‘wise’ = last 4 letters of Likewize. Look for this prefix when navigating 100+ flows.

Question 6

112-Attribute Parameterization Block

Answer 6

Block early in main flow that reads the Connect instance ARN to determine environment (dev/QA/UAT/prod), then sets ~112 contact attributes pointing to correct Lambda ARNs, queue ARNs, Lex bot ARNs, and module ARNs.

Question 7

Self-Referencing ARN Pattern

Answer 7

Flow reads its own Connect instance ARN to know which environment it’s in. Same flow artifact deploys to dev/QA/UAT/prod unchanged — only the attribute mapping differs per instance.

Question 8

Why Not Hardcode ARNs

Answer 8

You’d need separate flow versions for dev, QA, UAT, and prod. Every update means updating 4 flows. With parameterization, one flow works everywhere — DevOps deploys the same artifact to every environment.

Question 9

Multi-Environment Deployment

Answer 9

By Connect instance ARN. The 112-attribute block reads which instance the call entered and maps to environment-specific resources. Same flow deploys everywhere unchanged.

Question 10

DynamoDB Prompts Table

Answer 10

Key: FlowName (partition) + PromptName (sort). Each item has: PromptText_en, PromptText_es, Category, Description, IsActive, IsClientVisible, Order.

Question 11

How Prompts Work

Answer 11

Flow invokes prompt Lambda → Lambda queries DynamoDB by FlowName → returns prompt text as contact attributes → flow plays in Play Prompt block. Supports en/es.

Question 12

27 Shared Prompts

Answer 12

27 audio prompts pulled from DynamoDB at the start of flows, shared across all lines of business.

Question 13

LOB Configuration

Answer 13

Lines of business configured manually in DynamoDB with ~12 general configs per LOB.

Question 14

Mixed Lambda Runtime

Answer 14

Some Lambda functions are Python, some are Node.js — depends on who wrote them. Core dev team had more Node familiarity.

Question 15

Monthly Release Cycle

Answer 15

DevOps manages pipelines and clicks deploy button. Code deploys to Lambda functions, Connect flows, and DynamoDB tables. Dev team works off user stories with QA and regression testing.

Question 16

Small vs Large Changes

Answer 16

Small Connect-only changes: Jason and manager handle without full dev cycle. Changes touching HITS or proprietary platforms: product team → dev team → monthly release pipeline.

Question 17

Full Stack Trace (Troubleshooting)

Answer 17

1) Find phone number in Connect, 2) Identify mapped flow, 3) Trace blocks from entry, 4) Find suspect Lambda block, 5) Read Lambda code, 6) Identify DynamoDB query, 7) Inspect DynamoDB table.

Question 18

UK Number Porting (Active Project)

Answer 18

Migrating off Five Nine. UK numbers have been a nightmare — numbers port over then port back. Eating most of Jason’s time. You’re expected to take ownership.

Question 19

UK Porting Process

Answer 19

Submit AWS Support case → Complete LOA (Letter of Authorization) → Submit docs via S3 link → Carrier reviews → Validate numbers in instance → Assign to flow → Porting date execution.

Question 20

UK Porting Timeline

Answer 20

Non-US/Canada numbers take 2-6 months for full porting process. Includes doc submission, carrier verification, losing provider verification, and scheduling mutual porting date.

Question 21

LOA (Letter of Authorization)

Answer 21

Industry standard document authorizing transfer of phone number between carriers. Info must match exactly what’s on file with current carrier or rejection resets timeline.

Question 22

Common Porting Rejection Reasons

Answer 22

Unpaid balance or port-away fee with current carrier, LOA info doesn’t match carrier’s Customer Service Record, missing fields on LOA, or carrier limitations.

Question 23

EU Region Symmetry

Answer 23

EU-CENTRAL-1 (Frankfurt) and EU-WEST-2 (London) are symmetrical — same carrier coverage. If a number can’t port to one, it can’t port to the other.

Question 24

Email Solution Rebuild (Active Project)

Answer 24

Original built following AWS user guides. Security team raised concerns. Needs full rebuild with proper architecture.

Question 25

Amazon Connect Email Architecture

Answer 25

Connect integrates with SES to send/receive/monitor emails. Three inbound methods: Connect email address with SES domain, routing rule from email server (M365), or StartEmailContact API.

Question 26

Amazon Connect Email Key Concept

Answer 26

Every email message (inbound or outbound) is its own unique email contact. Email body and attachments stored in your SES S3 bucket.

Question 27

SES Email Security

Answer 27

Supports TLS 1.2+, DKIM authentication, SPF, client-side encryption for S3 storage. Must decrypt content after retrieving from S3.

Question 28

PCI/PII Redaction (Active Project)

Answer 28

Some channels have gaps not fully closed (sensitive data exposed). Some channels overly closed and need reopening. Ongoing back and forth with security team.

Question 29

PCI Best Practices in Connect

Answer 29

Collect payment card info using encrypted DTMF via Store Customer Input block. Scrub PCI data from recordings. Obfuscate from logs and transcriptions. Use KMS encryption for S3.

Question 30

Store Customer Input Block (PCI)

Answer 30

Use encryption option in this block for sensitive DTMF information. This is how Connect captures credit card numbers securely.

Question 31

PCI DTMF Masking

Answer 31

Third-party solutions (SequenceShift, PCI Pal, Sycurio) mask DTMF tones so agents never see/hear card data. Card info goes directly to payment provider, never enters your environment.

Question 32

Credit Card Payment IVR (Active Project)

Answer 32

Jason actively building this. Two approaches: self-service IVR (customer enters via DTMF) or agent-assisted (third-party masks data while agent stays on call).

Question 33

PCI DSS Descoping

Answer 33

Using third-party payment solutions removes your contact center environment from PCI-DSS scope entirely. You don't need to protect what you never touch.

Question 34

Contact Lens PII Redaction

Answer 34

Contact Lens can detect and redact PII from transcripts and recordings. Can be configured per-channel. Redacts SSN, credit card numbers, names, addresses from transcripts.

Question 35

Premium Tech Support (Future Project)

Answer 35

Acquired companies are digital-first, no phone channel yet. They want call center capability through Connect. Not started but coming.

Question 36

APAC Migration (Future Project)

Answer 36

APAC businesses not on Connect yet. Near-future use case to standardize globally on Connect.

Question 37

Accenture Tech Debt

Answer 37

Big five consultants built the Connect environment then left in a hurry. Left behind messy naming conventions, unfinished work, inconsistent code. Team is stabilizing while taking new requirements.

Question 38

Reactive Mode Problem

Answer 38

Only Jason and manager have CCaaS experience. Manager spends 80-90% of time on core platform fires. Jason stuck chasing UK porting. No time for proactive work.

Question 39

What They Need From You

Answer 39

1) Own UK porting, 2) Rebuild email solution, 3) Close PCI/PII gaps, 4) Support payment IVR, 5) Own daily Connect ops, 6) Clean up Accenture mess, 7) Eventually: Premium Tech Support + APAC.

Question 40

Product Team Gate

Answer 40

Product team prioritizes and vets business impact before anything enters development. User stories go through product team first.

Question 41

DevOps Relationship

Answer 41

DevOps builds pipelines and deploys. They click the button. Understand infrastructure but don't own Connect logic. Key relationship to build early.

Question 42

HITS Integration Pattern

Answer 42

Lambda → API call to HITS → returns claim data/routing decisions → back to Connect flow as contact attributes. Standard pattern for all proprietary platform integrations.

Question 43

Connect Flow + Lambda + DynamoDB Pattern

Answer 43

Standard Likewize pattern: Flow invokes Lambda → Lambda queries DynamoDB → returns data as contact attributes → flow branches based on attribute values.

Question 44

Five Nine

Answer 44

Previous contact center platform being migrated off. Jason downscaled impact but not fully off the books yet. UK numbers were on Five Nine.