Guidance on Amazon Connect with servicenow voice integration

[yaswanthi2]

Hi all,

We're planning to set up the Amazon Connect + ServiceNow Voice integration and would appreciate guidance from anyone who has implemented this end-to-end.

1. Prerequisites
What plugins, roles, licenses, and configurations are required on both the ServiceNow and AWS side before starting (e.g., CTI plugin, Amazon Connect instance setup, IAM permissions, supported ServiceNow versions)?

2. ServiceNow → Amazon Connect connection setup
How is the connection established from ServiceNow to Amazon Connect — is it via the native sn_cti_amzn_cct plugin, or a custom integration? What configuration steps (API endpoints, security/auth setup, instance URLs) are needed on the ServiceNow side? How to start?

3. Inputs required from the Amazon Connect/AWS side
What details/access do we need to request from the client's AWS/Amazon Connect team (e.g., Connect instance ID/ARN, contact flow IDs, Lex bot details, IAM role/credentials, region info, Lambda function ARNs) to complete the integration?

Any documentation, step-by-step guides, would be greatly appreciated.

I only find ServiceNow document, which is attached below, but I don't get enough clarity of above questions 

Thanks in advance!

[Tanushree Maiti]

Hi @yaswanthi2 

Check Australia version document : Integrate ServiceNow Voice with Amazon Connect 

For AWS configuration, servicenow  recommended link: https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-instances.html