Kevin Stephens

Snr Oracle CX Consultant
Kevin Stephens - Snr Oracle CX Consultant
Location: Sydney
Phone: +61 4 0220 5319
Email

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Deployment of Oracle RightNow across APAC to regional support centers replacing outdated records management system.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.

Customer Experience is a key differentiator.

Focus on prioritising your immediate quick wins, while establishing a plan on how to deliver against strategic objectives.

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