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Abdallah Kouki

Abdallah Kouki

Principal Expert | AI CX Transformation | Agentforce & Augmented Contact Center | CRM Strategy

CRM
Salesforce
ServiceNow
AI CX Transformation
Insurance Industry Expert
43 years old
Driving License
Employed Open to opportunities
Contact me
AI CX transformation leader with 20+ years driving CRM and contact center programs across major industries. Expert in deploying Salesforce Agentforce, Genesys AI and ServiceNow AI to build next-generation augmented contact centers — autonomous AI agents, intelligent routing, omnichannel orchestration, and GenAI-powered service automation. Track record across Energy, Insurance, Retail, Public Sector, and Transport at
scale.

My strengths
  • Dual expertise: technical (CRM) and Industry expert
  • Over 20 years of CRM experience
  • 5 languages: French, English, Arabic, Italian, Spanish
Home Experiences Education Skills Interests
Download my PDF resume
Skills

Formations & Certifications

  • SalesForce (ADM201, DEV401,Service Cloud,Sales cloud;App Builder;CPQ, Experience cloud, AI Associate)
    Expert
  • Microsoft Dynamics CRM
    Good
  • Pardot
    Expert
  • Salesforce marketing cloud
    Good
  • Coheris CRM
    Advanced
  • Adobe Campaign
    Good
  • AGILE (SAFE)
    Advanced
  • Salesforce Einstein Analytics Accredited - wave
    Advanced
  • Salesforce Community
    Good
  • Salesforce CPQ
    Advanced
  • SAFe SPC
    Expert
  • Salesforce Datacloud
  • Servicenow CRM
    Good
  • Servicenow CPQ (LogikAI)
    Good
  • Genesys
    Intermediate
  • Diabolocom
    Intermediate

Business & Industries

  • Certified Business Analyst Level 3
    Expert
  • Customer Relationship Management
    Expert
  • Mutuelle / Insurance
    Good
  • Bid Management (CRM, Dynamics, Coheris...)
    Expert
  • AI for Customer Experience
    Advanced

Technical

  • SalesForce
    Expert
  • ServiceNow
    Good
  • Genesys
    Good
  • Microsoft Dynamics CRM
    Good
  • Diabolocom
    Good
  • Coheris CRM (Chapvision)
    Advanced
  • Adobe Campaign (Ex Neolane)
    Good
  • Oracle SOA
    Good
  • Oracle BPEL
    Good
  • E-deal
    Intermediate
  • Akio
    Intermediate
  • Workey Clog (BPM)
    Good
  • L’univers JAVA / J2EE
    Good
  • Microsoft .net
    Intermediate

Languages

  • French
    Expert
  • English
    Advanced
  • Arabic
    Expert
  • Italian(notions)
    Good
  • Spanish (notions)
    Good