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How Booking.com manages Amazon Connect Customer flows as code at scale

calendar_today October 23, 2026 person Akash Kumar Sinha domain amazon-connect

Introduction Booking.com is one of the world’s largest online travel platforms. Its customer service organization runs on Amazon Connect Customer, and a voice engineering team supports the contact experience across several lines of business and locales. Booking.com manages Amazon Connect Customer flows as code at scale, and its flow designers still work in the Amazon […]

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