AI Process & Delivery Architect

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. Semi-automation, intelligent routing, and AI-assisted process redesign to eliminate manual steps and handoff delays in day-to-day operations. Employee cognitive load reduction. AI-assisted tooling, contextual prompts, and smart automation that reduces decision fatigue and accelerates resolution for agents, field teams, and admins. Transformational customer AI. Automated customer touchpoints, AI-powered self-service, and intelligent buying journeys — across service, field service, and digital channels. Here's a little taste of your challenge: 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 Bridgestone’s globally trusted fleet management solution. More than 50,000 businesses across the world use it to improve fleet efficiency, support drivers, boost safety, stay compliant and work more sustainably. For more than 25 years it has been empowering fleet managers with data-driven insights that help them optimize their operations. Webfleet contributes towards the delivery of The Bridgestone E8 Commitment. This broad, global corporate commitment clearly defines the value Bridgestone is promising to deliver to society, customers and future generations in eight focus areas: Energy, Ecology, Efficiency, Extension, Economy, Emotion, Ease and Empowerment. These provide a compass to guide strategic priorities, decision making and actions throughout every area of the business. More information at: . Follow us on X: @WebfleetNews and LinkedIn @Webfleet . For more information on Bridgestone corporation visit or the Bridgestone Newsroom . Want to join us? If that’s a yes, please apply and upload your CV (In English) We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.