Here’s a little taste of your challenge:

AI process redesign & delivery:

Today at Webfleet , we are reaching the next stage of our AI journey. We're looking for an exceptional AI Process & Delivery Architect who will lead the transformation of how AI is adopted, delivered, and embedded across our organization.

This is a strategic role for someone who can turn AI vision into business reality, especially within the three layers:

- Operational friction reduction.
- Employee cognitive load reduction.
- Transformational customer AI.

AI process redesign & delivery:

- Analyse and redesign operational processes across CS to embed AI at the right intervention points,
- Deliver semi-automation, full automation, and AI agent implementations end-to-end,
- Map process flows, identify friction, and define AI opportunity models with measurable outcomes,
- Own handoff between architecture blueprints and working production deployments.

Agentforce & conversational AI delivery:

- Configure and tune Agentforce agents for service, field service, sales, and self-service journeys,
- Implement prompt designs, intents, fallback handling, and grounding strategies,
- Analyse conversation logs and interaction data to continuously improve agent quality,
- Partner with the AI Solution Architect to translate architecture into functional, tested deployments.

Customer-facing AI journeys:

- Design and deliver automated touchpoints across service, admin, and field service channels,
- Build and optimise AI-enabled self-service and self-buying experiences,
- Ensure customer journeys are coherent, on-brand, and measurably effective,




- Collaborate with Marketing and Sales Enablement on AI-powered engagement models.

Employee AI enablement:

- Identify where cognitive load is highest for CS, field service, and admin teams,
- Deploy AI-assisted tooling - smart suggestions, case summarisation, next-best-action - within Salesforce,
- Drive adoption through change management, training, and iterative improvement cycles,
- Measure and report on time saved, error reduction, and employee experience impact.

CRM & platform delivery:

- Own functional delivery within Salesforce Service, Sales, Field Service, and Experience Cloud,
- Configure Flows, process automation, and Salesforce AI features to support business requirements,
- Maintain and improve the CRM capability model as AI features and product capabilities evolve,
- Document solution designs, process maps, and implementation decisions.

Cross-functional stakeholder delivery:

- Act as the primary delivery liaison between Customer Success, IT, Engineering, Sales Enablement, and Marketing,
- Facilitate workshops, requirements sessions, and UAT with business teams,
- Translate business needs into scoped, deliverable AI and process solutions,




- Escalate architecture decisions to the AI Solution Architect; own delivery execution.

Who are you:

Essential skills:

- 5+ years in business/solution architecture, process design, or CRM delivery,
- Hands-on Salesforce delivery experience - Service Cloud, Sales Cloud, Flows,
- Practical experience delivering AI, automation, or conversational AI solutions,
- Strong process mapping skills (BPMN, value stream mapping, Lucidchart or equivalent),
- Ability to engage and manage complex stakeholder environments,
- Experience translating requirements into working, tested system configurations.

Strong differentiators:

- Agentforce, Einstein, or conversational AI configuration experience,
- Field Service Lightning or Experience Cloud delivery,
- Familiarity with RAG, prompt engineering, or LLM-grounding patterns,
- LEAN, Six Sigma, or continuous improvement methodology,
- Change management and AI adoption experience,
- Salesforce certifications - Service Cloud Consultant, Admin, or AI Associate.

How success is measured:

- Friction reduced - Manual steps and handoffs eliminated per quarter.
- Handle time - Average handle and resolution time trends down.
- Self-service rate - Customer self-service and deflection rate increases.
- Employee experience - Agent satisfaction and AI adoption scores improve.
- Delivery velocity - AI initiatives move from scoping to production on schedule.

This role is delivery-focused and works in close partnership with the AI Solution Architect (Salesforce/Agentforce). Candidates are expected to cover all responsibility areas listed above.

Let’s

📌 AI Process (Barcelona)
🏢 Webfleet
📍 Barcelona