AI Process & Delivery Architect, hibrido

AI Process & Delivery Architect Today at Webfleet, we are reaching the next stage of our AI journey. Were 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. Heres 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 exper