Kevin Stephens
Executive Summary
I am passionate about improving customer and user experience through intelligent system design and streamlining interactions between people, process and technology.
In my professional career I have over 20 years’ experience in cloud and on-premises system design, integration, deployment, and management. I am well versed in broad end to end business processes, with deep knowledge of Customer Support, Customer Experience and CRM best practice.
Key Skills
- Oracle CX Service (Fusion Service, RightNow Service Cloud)
- Oracle Intelligent Advisor
- Broad Oracle solution knowledge across Field Service, ERP, Integration, and cloud infrastructure
- Project management
- Process design and mapping
- Requirements gathering
Experience
Various Local Government Functional Lead, Project Lead, CX Developer
Mar 21– Present
Various projects extending existing CX capability including customer portals, Oracle Intelligent Advisor and CRM extensions.
Various State Federal Governments Functional Consultant, CX Developer
Mar 2019 – Jun 2023
- Deployment of Knowledge Advanced into State Government organization
- Deployment / upgrade of Oracle Intelligent Advisor for Federal government organisations (both locally and overseas)
- RightNow deployment for TAFE NSW
Fuji Xerox Australia Project Lead, CX Developer
Sep 2015 – Apr 2018
Deployment of Oracle RightNow across APAC to regional support centers replacing outdated records management system. Included integration with ERP and field service. Filled project lead, CX developer and training roles.