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Abdallah Kouki

Abdallah Kouki

Principal Expert | AI CX Transformation | Agentforce & Augmented Contact Center | CRM Strategy
Anglais (GB)

CRM
Salesforce
ServiceNow
AI CX Transformation
Insurance Industry Expert
43 ans
Permis de conduire
En poste Ouvert aux opportunités
Contactez-moi
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
Accueil Expériences Formations Compétences Centres d'intérêt
Télécharger mon CV PDF
Compétences

Formations & Certifications

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

Business & Industries

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

Technical

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

Languages

  • French
    Expert
  • English
    Avancé
  • Arabic
    Expert
  • Italian(notions)
    Bon niveau
  • Spanish (notions)
    Bon niveau