AI Process

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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.

• 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.

• 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.