VoiceID or CustomerID Association to Customer Profile?

Question

Hi all,

I'm looking to clarify if there is an association between VoiceID Enrollment (with CustomerID) and a 'Customer Profile' on Connect. 
ie, If a customer enrolls  to voiceID, with the association to their CustomerID, is the enrollment also linked to the Customer Profile?  Therefore, any changes to remove the customer profile will also remove the VoiceID enrollment?

In testing, we have found that if we delete a Customer Profile, the next call in from a previously enrolled customer is consistent with the customer not being enrolled and they then have to re-enroll.

Thank you

Ahmed · Answer

Voice ID and Customer Profiles in Amazon Connect are separate systems and normally don’t affect each other. When customers enroll in Voice ID, their voice is linked to a unique ID, but this isn’t automatically connected to their Customer Profile.
The problem you’re seeing—where deleting a Customer Profile makes customers lose their Voice ID enrollment, is unusual. It usually means there’s some overlap or dependency in your setup, like using the same ID for both or your contact flows checking for Customer Profiles before Voice ID authentication.
To fix this, make sure your contact flows handle Voice ID independently, use separate IDs for Voice ID enrollment, and add checks for missing profiles without affecting Voice ID data.

Note: AWS will end support for Amazon Connect Voice ID on May 20, 2026, so consider planning for future authentication solutions.

VoiceID or CustomerID Association to Customer Profile?

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