Boubacar Diaby

• ● Took over the Salesforce program in a crisis situation: clarified architecture, reorganized delivery, and realigned stakeholders after separation from the existing integrator.

• ● Designed and deployed an omnichannel Service Cloud architecture for 12 teams and 300 users (subscription, support, billing, termination) → approximately 40% increase in incident resolution rate.

• ● Automated and streamlined post-sales workflows (PGEF Activation) → approximately 65% reduction in contract activation times, real-time interoperability via REST API / OAuth 2.0.

• ● Managed change management (Agile, Double Diamond): wrote Epics / User Stories, acceptance testing, business team training.

• ● Created and managed an internal Salesforce Center of Excellence (5 people): 17 organizations, 7 projects, 500 users in total.

• ● Defined and deployed the group CRM strategy (Sales Cloud & Service Cloud): standardized practices and 360° vision for all business units.

• ● Managed 7 multi-team integration projects: media (200 users), automotive (200), national/international markets (150), subscriptions (50), trade shows (20) …

• ● Interfaced Salesforce with billing, marketing automation, and ERP tools of the entities.

• ● Supervised development teams of 1 to 7 people (SCRUM Master) in the digital music distribution sector.

• ● Created POCs to validate micro-services solutions and set up a software factory.