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 not forget the good stuff
* Working from home up to 3 days a week,
* 500 euros gross to set up your home office and additional monthly home office allowance,
* Chance to work abroad for 40 working days per year,
* Birthday off and volunteering time off,
* Additional health and dental insurance,
* 100% employer funded pension scheme,
* Lunch, childcare or transportation vouchers,
* Unlimited access to LinkedIn Learning,
* Access to Gofluent platform to learn new languages,
* Free access to CALM (top mental health app),
* Employee Assistance Program,
* Discount on Bridgestone tyres. Who are we: Webfleet is Bridges

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