Amazon Connect Implementation & Integration Services

Thunder is a certified Amazon Connect Delivery Partner with 100+ completed implementations across enterprise and mid-market organizations. We design, implement, and optimize Amazon Connect contact centers — incorporating AI-powered voice, intelligent routing, and real-time analytics to modernize how organizations serve their customers.

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Delivered under pressure,
on budget: Paris Olympics

When the Paris Olympics needed a global contact center with just 10 weeks to launch. Thunder delivered the full Amazon Connect Customer solution in 8 weeks.

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What we’re known for

Contact Center Modernization

Organizations operating on aging telephony infrastructure face compounding costs, limited scalability, and increasing gaps between what their systems can deliver and what customers expect. Amazon Connect eliminates the hardware dependency and operational overhead of legacy platforms, providing a cloud-native foundation that scales with demand and supports continuous capability expansion.

AI-Powered Service Operations

Amazon Connect's native AI capabilities — intelligent routing, real-time sentiment analysis, automated call summaries, and conversational IVR — reduce agent workload, improve first-contact resolution, and generate actionable operational data. Thunder configures and deploys these capabilities as part of a cohesive contact center architecture, not as isolated add-ons.

Salesforce & Amazon Connect Integration

For Salesforce-powered organizations, Thunder delivers native Service Cloud Voice integration — unifying telephony with CRM data, automating case creation and agent workflows, and enabling a complete customer view within a single interface. This integration is designed as a component of broader contact center strategy, not a standalone telephony project.

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Featured Offering

Change how you service your customers

Amazon Connect Customer Quickstart

Automate high-volume requests, enable smarter call routing, and reduce hold times with AI-driven service. Improve CSAT, lower costs, and deliver personalized customer experiences over voice and digital channels.

Learn about our Amazon Connect Customer Quickstart

The bottom line

Anchoring on outcomes drives clarity and success

Cut telephony costs through pay-as-you-use cloud infrastructure that eliminates hardware and maintenance expenses

With Amazon Connect Customer's cloud-native architecture and Thunder's accelerated methodology

Scale effortlessly by adding agents, phone numbers, and capabilities without additional hardware investments

gsi-level talent in a boutique partner

Paul Kersey

CTO, Data Foundations, Agentic Voice Expert

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Yaron Wilf

VP, Contact Center Practice at Thunder

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Adam Saslow

Sr. Client Director, Amazon Connect Customer at Thunder

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Why teams choose Thunder for Amazon Connect Customer

100+ Amazon Connect Implementations

A delivery record built across enterprise and mid-market contact centers — spanning multi-site, multi-language, high-volume, and regulated industry environments.

Proven Delivery Methodology

Our delivery approach is documented and repeatable across 100+ deployments — structured discovery, configuration governance, agent training, and post-launch optimization built in. US-based senior practitioners on every engagement.

AI-Native Architecture

Every implementation is designed with AI as a core component, not a future consideration. From Amazon Q voice bots to real-time transcription and agent assist, contact centers built by Thunder are operationally intelligent from launch.

Certified Delivery Partnership

Thunder holds Amazon Connect Delivery Partner certification. Our team is credentialed across the full capability set — including Contact Lens, Amazon Q in Connect, and the Salesforce Service Cloud Voice integration layer.

From our practice

Amazon Nova Sonic

Amazon Nova Sonic is AWS's next-gen AI voice service bringing real-time transcription, translation, and intelligence to every interaction. As a leading Amazon Connect partner, Thunder helps you transform service quality and agent productivity effortlessly.

AWS re:Invent 2025

Key highlights from re:Invent, and what this means for Thunder and our clients.

Service Cloud Voice

Whether you're modernizing legacy telephony or building an omnichannel experience from scratch, Thunder's proven methodology transforms disconnected phone systems into seamless customer service operations that reduce costs and boost satisfaction.

Zendesk replace + Voice with Amazon Connect for leading online printer.

Thunder provided best practice recommendations for how to get Service Cloud setup just right for our global Customer Service organization. They helped us optimize analytics to provide the operational insights we need to drive SLA's, Agent performance, and CSAT improvements.

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Turn your Salesforce backlog into delivered business value

Whether you're augmenting your existing team or replacing a managed services provider that's not delivering, Thunder's proven approach ensures your Salesforce investment keeps pace with your ambitions.

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Amazon Connect Implementation & Integration Services

Delivered under pressure,
on budget: Paris Olympics