User Management
Manage Connect users, skills, and routing from Salesforce
Routing profiles, security profiles, and agent proficiencies, maintained by the people who run the contact center, with Salesforce as the source of truth.
OpusEngage is built for contact centers already running Amazon Connect with Salesforce Service Cloud Voice.
Every skill change is a ticket to the comms admin
In most Connect deployments the people who decide who takes which calls are not the people who can change it. Supervisors raise a request, a Connect administrator edits proficiencies and routing profiles in the AWS console, and nobody has a record of what changed or why. OpusEngage moves that work into Salesforce, where the team already lives.
What User Management gives you
Salesforce is the source of truth
Routing profile, security profile, and proficiency changes are made in Salesforce and pushed to Amazon Connect. Sync is bidirectional, so existing Connect configuration can be imported and adoption never starts from zero.
No more tickets to the comms admin
Supervisors and operations leads update skills from the CRM they already use. Access is scoped with permission sets, custom permissions, and public groups so each role sees exactly what it should.
Bulk changes, with an audit trail
Re-skill a team, move agents between routing profiles, or roll out a new proficiency in a single operation, and see who changed what and when afterwards.
How it works
Import from Connect
Pull your existing routing profiles, security profiles, and proficiencies into Salesforce so the model matches production on day one.
Manage in Salesforce
Update an individual agent from their user record, or apply a change across a whole team in one bulk operation.
Sync to Connect
The managed package calls an OpusEngage Lambda in your AWS account, which sets the routing profile, security profile, and proficiencies on the agent in Amazon Connect. Salesforce remains the system of record.
Audit
Every change is recorded against the user who made it, so reviews and rollbacks take minutes instead of a support case.
Capabilities
Everything listed here is available today. User Management is sold as its own module and works alongside the rest of OpusEngage.
- Assign and update Amazon Connect routing profiles from the Salesforce user
- Assign and update Connect security profiles
- Manage proficiencies: agent, attribute, and level
- Import routing profiles, security profiles, and proficiencies from Connect
- Bulk operations across teams and business units
- Audit trail of every change, with user and timestamp
- Least-privilege access via permission sets, custom permissions, and public groups
Where it runs
Frequently asked questions
- Does OpusEngage create or deactivate Connect users?
- No. User Management covers routing profiles, security profiles, and proficiencies for existing Connect users. Provisioning and deprovisioning stay with your current identity process.
- Which direction does the sync run?
- Both. Salesforce is designed to be the source of truth and pushes changes to Connect, but you can import existing Connect configuration at any time so adoption is straightforward.
- How is access controlled?
- Through standard Salesforce permission sets, custom permissions, and public groups. A supervisor can be limited to their own team, while an administrator can manage every business unit.
- Does this require Service Cloud Voice?
- OpusEngage is built for contact centers running Amazon Connect with Salesforce Service Cloud Voice, which is where the Salesforce user to Connect agent mapping already exists.
Other OpusEngage modules
See User Management on your own Connect instance
We will walk through the module live and talk through how it fits your Service Cloud Voice setup.
Request a demo