WEB CHAT IMPLEMENTATION SPECIALIST - INSIDE IR35 - INITIALLY RUNNING TILL JUNE 2025
One of Lorien's leading Public Sector Clients is looking for a Web Chat Implementation Specialist to join their team on an initial short term contract running up to June 2025.
This role is hybrid based in either Stirling, Edinburgh, or Eurocentral.
We are seeking a Web Chat Implementation Specialist to support the setup, testing, and roll out of a new web chat function within our customer contact operations. This role will involve configuring the web chat and email system, liaising with IT teams, refining workflows, and ensuring a smooth transition for staff and customers. The successful candidate will also document processes, provide user guidance, and assist with troubleshooting as the system goes live.
Key Responsibilities:
* Implement and manage web chat in a contact centre or customer service environment.
* Configure and test customer contact software, including CRM integration.
* Liaise with IT teams for system setup and issue resolution.
* Document processes and provide user guidance.
* Assist with troubleshooting as the system goes live.
Required Skills and Experience:
* Strong understanding of digital customer engagement and multi-channel communication (calls, emails, web chat).
* Strong analytical and problem-solving skills to streamline workflows.
* Excellent documentation and training skills for user guidance.
* Strong communication and stakeholder management abilities.
* Experience with Amazon Connect, Genesys, Storm, or similar platforms.
* Background in UX design or customer journey mapping.
* Familiarity with automation tools and chatbots.
* Previous experience in the public sector or regulated environments.
* Knowledge of customer service best practices and digital accessibility standards.
#J-18808-Ljbffr