Freelancer profile translated to English.
Back to original languageAbout Oussama
CRM & AMOA Consultant with 10 years of experience in omni-channel customer relationship platform transformation (ServiceNow, Pega, Salesforce).
Specialized in functional scoping, process modeling (BPM / Case Management), CRM solution design, and implementation management.
I work at the interface between business and technical teams to structure, secure, and optimize CRM systems.
French
Native or bilingual
English
Fluent
Spanish
Fluent
German
Conversational
Arabic
Fluent
Can work on-site
Paris (up to 50km)
Experience
- MGENPega Lead Business Architect - Pega Platform/Pega Customer ServiceJuly 2024 - December 2025 (1 year and 5 months)Paris, FrancePlatform: Pega Platform/Pega Customer ServiceLed a program to merge two CRMs into a single omni-channel platformFunctional scoping and CRM / Case Management process modelingDesign of a 360° customer view (data consolidation, interaction history)Definition and optimization of business workflows (request management, customer tracking)User Story writing and coordination with technical teams (BUILD/RUN)Testing leadership, reporting, and change management support
- UBSAMOA Consultant - ServiceNow CSMFebruary 2021 - June 2024 (3 years and 4 months)Zurich, SwitzerlandPlatform: ServiceNow CSM (Paris/San Diego versions)Scoping and evolution of a CRM platform for banking distributionOptimization of sales processes (opportunities, tasks, follow-ups, alerts)Design of omni-channel customer journeys (branch, digital, customer relations center)Participation in the evolution of the 360° customer profileUX/UI collaboration for CRM interface improvementsAgile backlog management (Scrum / PI Planning)
- RichemontCRM & Contact Center Consultant – Omni-channel Customer ServiceLUXURY GOODSApril 2018 - January 2021 (2 years and 9 months)Genève, SwitzerlandImplementation of a Customer Service CRM solution (quote, repair, warranty management)Setup of an omni-channel contact center ecosystem (IVR, call-back, live chat, chatbot)CRM / telephony coordination with contact center providersDefinition of request management processes (Case Management)Testing leadership, production monitoring, and performance indicatorsUser training and change management support
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Education
- Master in Computer Science/Information SystemsIMT Nord Europe/Mines-Télécom Engineering School (Lille, France)2014
- Master in International Business EngineeringIMT Business School (Paris, France)2016
Certifications
- Pegasystems Certified System ArchitectPegasystems
- Oracle RightNow Cloud Service Certified Implementation SpecialistOracle