Nine years of delivery, with the depth left visible.

Salesforce delivery taught me discovery, governance and adoption. Forward-deployed AI added agents, automation and rules that can't be skipped. The standard stayed the same: understand the process, ship inside its constraints, and make the result usable.

Download the full CV
9+
Years enterprise delivery
4
Global go-live markets
7
Delivery roles
3
Languages

The chronology behind the current work.

Current assignment

InsideBoard AI

Forward Deployed Engineer

May 2026 – Present · Current · Paris, France

See the InsideBoard project

Selected outcome

Designed and deployed an automated intake system for a large automotive company that checks recurring Excel files, prepares the usable data and alerts the team when a file needs attention

Tools and capabilities

  • n8n
  • Python
  • FastAPI
  • LLM agents
  • Langfuse
2 additional projects

Forward-deployed role

  • Embedded engineer working directly with product and operations teams to understand the work and deliver useful automation

Coaching automation

  • Automated recurring coaching reports for self-assessment, manager review, progress tracking and weekly check-ins

ContextInsideBoard AI · Forward Deployed Engineer · May 2026 – Present

Flagship engagement

Christian Dior Couture

Senior Salesforce Consultant, Service Cloud Lead & Product Owner

Nov 2021 – Apr 2026 · 4+ years · Paris, France

Read the full DiorLink case study

Selected outcome

Coordinated multi-region go-lives across USA, South Korea, Japan, China with adapted training by region and language

Tools and capabilities

  • Service Cloud
  • Omnichannel
  • CTI Odigo
  • Powerfront INSIDE
  • Mediablending
  • SAFe / PI Planning
  • Talend
  • Einstein Analytics
  • Jira
  • Alcmeon
  • Odigo (CTI)
  • Kalabrio (WFM)
  • Fluent API
14 additional projects

Product ownership and governance

  • Sole functional owner bridging CSC business team, regional IT leads, and multi-vendor delivery team across 4 simultaneous global CRM programs
  • Contributed to PI Planning (SAFe) as BA: validated requirements, estimated development effort, and coordinated sprint capacity across all 4 programs; managed product backlog in Jira
  • Led programme-level BA/PO coordination across 4 simultaneous CRM programs in a SAFe Agile Release Train

Service and clienteling platforms

  • Designed and delivered DiorLink Clienteling, transforming CSC agents into personal sales advisors with campaign management, loyalty journeys, Client 360, and KPI dashboards
  • Owned Dior Care after-sales program end-to-end: macroprocess workshops → functional specs → case management platform with SLA, escalation rules, multi-region routing, supervisor dashboards
  • Co-authored Clienteling Specifications for DiorLink: client attribution rules, RCU reallocation module, Walk-In/Welcome/Birthday programs, CSC call campaigns, omnichannel journey design, and KPI/reporting framework.

Omnichannel and integrations

  • Designed omnichannel routing architecture via Mediablending for intelligent distribution of calls, chats, emails
  • Managed CTI Odigo integration: call flow configuration, screen pop, interaction tracking, weekly incident governance
  • Led full decommission of native Salesforce Omnichannel and ground-up Powerfront Chat integration
  • Authored the DiorLink eCommerce Rollout Playbook, the single reference for IT, Business, and 5 external partners (Odigo, Alcmeon, Powerfront, Fluent, Kalabrio) to configure all channels (Webform, Email-to-Case, Telephony, WhatsApp/ABC/Kakao, Chat, Omnichannel queues) for new market go-lives.
  • Conducted DiorLink Case Routing Global Study: mapped 35 Queue Routing Configs and 21 Presence User Configs across 12+ channels, identified duplicate routing mechanisms and produced factorisation recommendations.

Global rollout and compliance

  • Led InCountry China program: data-residency compliant Salesforce instance coordinating legal, infosec, IT, and operations stakeholders
  • Led UAT planning and facilitation for Odigo × Salesforce Omnichannel media blending across 4 sessions (NAM hub, 5 channel types: Phone, Chat, Instagram, WhatsApp, Email); designed test book and co-owned go/no-go.
  • Designed PIPL/CBDT compliance test cases in DiorLink for China cross-border data transfer regulations, validating multi-role data visibility rules across agent, supervisor, and coordinator profiles.

ContextChristian Dior Couture · Senior Salesforce Consultant, Service Cloud Lead & Product Owner · Nov 2021 – Apr 2026

Growth into technical leadership

AGEFOS PME – OPCO EP

Senior Business Analyst / Technical Lead

Feb 2019 – Nov 2021 · 2 years 10 months · Paris, France · via Comforth Karoo – Groupe Magellan Partners

Selected outcome

Led end-to-end design of Salesforce Community Portal for training organisations and member companies including object model, sharing architecture, profiles, and record visibility

Tools and capabilities

  • Community Cloud
  • REST Web Services
  • Platform Events
  • Lightning Migration
  • Jira
  • Agile
5 additional projects

Promotion and product ownership

  • Promoted to Senior BA and Technical Lead mid-mission on Community Portal, GED, Interfaces, Portail Unique, and Back-Office convergence programs
  • Owned CRM roadmap: evaluated change requests, prioritised delivery backlog, managed agile releases

Portal and integration design

  • Specified and coordinated REST web services for data flows between Salesforce and back-office IS

Workshops and rollout

  • Facilitated techno-functional workshops end-to-end with business and IT stakeholders
  • Prepared and executed Lightning Experience migration including rollout planning and UAT

ContextAGEFOS PME – OPCO EP · Senior Business Analyst / Technical Lead · Feb 2019 – Nov 2021

Platform ownership

Eutelsat

Business Analyst & Salesforce Admin

Jun 2018 – Feb 2019 · 9 months · Paris, France · via Comforth Karoo – Groupe Magellan Partners

Selected outcome

Managed CRM platform evolution: evaluated change requests, prioritised backlog, tracked deliveries

Tools and capabilities

  • SAP CRM
  • MuleSoft
  • DataLoader
  • Process Builder
  • Approval Processes
3 additional projects

CRM evolution, integration and operations

  • Owned integration flows between SAP CRM, MuleSoft, and Salesforce, functional specs through to testing
  • Handled incident and anomaly management: qualification, corrective actions, recovery plans
  • Full platform administration: Profiles, sharing rules, custom objects, validation rules, Process Builder, DataLoader

ContextEutelsat · Business Analyst & Salesforce Admin · Jun 2018 – Feb 2019

The roles that built the platform instincts.

TechnipFMC

Business Analyst & Admin

Mar 2018 – Jun 2018 · 4 months · Scotland & Singapore · via Comforth Karoo – Groupe Magellan Partners

Selected outcome

Delivered two Salesforce Sales Cloud implementations from scratch for international teams in Scotland (Loading System) and Singapore (Surface International)

Tools and capabilities

  • Sales Cloud
  • Salesforce Mobile
  • Chatter
2 additional projects

International greenfield delivery

  • Ran requirements workshops, designed solution architecture, configured Salesforce Mobile App and Chatter Groups
  • Delivered user training in English for both international sites

ContextTechnipFMC · Business Analyst & Admin · Mar 2018 – Jun 2018

VEDIF

Salesforce Admin

Nov 2017 – Mar 2018 · 4 months · Paris, France · via Comforth Karoo – Groupe Magellan Partners

Selected outcome

Configured Service Cloud and managed DataLoader data migrations

Tools and capabilities

  • Service Cloud
  • DataLoader
  • Process Builder
  • Validation Rules
1 additional project

Service Cloud delivery

  • Participated in Sprint Reviews, supported UAT phases, corrected bugs before go-live

ContextVEDIF · Salesforce Admin · Nov 2017 – Mar 2018

Schneider Electric

Salesforce Admin (Internship)

Mar 2017 – Sep 2017 · 6 months · Rueil-Malmaison, France

Selected outcome

Prepared Salesforce Lightning migration with full admin responsibilities

Tools and capabilities

  • Sales Cloud
  • Service Cloud
  • Omnichannel
  • Genesis CTI
1 additional project

Platform foundations

  • Platform scope: Omnichannel, Sales Console, Genesis CTI, Call Recorder, Web-to-Lead, Voice Recognition

ContextSchneider Electric · Salesforce Admin (Internship) · Mar 2017 – Sep 2017

What the timeline actually shows.

No self-awarded scores. Each capability points to delivered work, a working prototype, or an explicit operating practice.

Discovery and product delivery

Process mapping, requirements, solution design, backlog ownership and stakeholder translation.

Dior · OPCO EP · Eutelsat

Enterprise Salesforce

Service, Sales and Experience Cloud; omnichannel, CTI, security, reporting and rollout.

9+ years · 4 global markets

Workflow and integrations

n8n orchestration, SFTP pipelines, REST services, MuleSoft, Platform Events and data flows.

InsideBoard · OPCO EP · Eutelsat

AI systems and agents

Bounded tool use, specialised agent roles, reusable skills, human gates and checked outputs.

InsideBoard · JD Matcher · internal operating system

Evaluation and guardrails

Rules that can't be skipped, structured outputs, benchmarks, testing, tracing and explicit failure paths.

Automated safety checks in Python · matcher calibration

Deployment and adoption

CI and telemetry through UAT, multilingual training, rollout playbooks and post-launch operations.

Client AI delivery · Dior · TechnipFMC

Certifications

Salesforce Certified Administrator · Salesforce Certified Service Cloud Consultant · Certified Scrum Master (CSM)

Education

ESIEA · Master's Degree, Computer Science, Electronics & Automation

Languages

English, Fluent · French, Native · Arabic, Native

Experience · Marwane Ait Yahia