AI Process & Delivery Architect

About the role

Webfleet, Bridgestone's fleet management solution, is looking for an AI Process & Delivery Architect to lead the adoption, delivery and embedding of AI across the organisation. The role is delivery-focused and works closely with the AI Solution Architect (Salesforce/Agentforce). It covers operational friction reduction, employee cognitive load reduction and transformational customer AI.

Key responsibilities

• Analyse and redesign operational processes across CS to embed AI at the right intervention points, and deliver semi-automation, full automation and AI agent implementations end-to-end
• Configure and tune Agentforce agents for service, field service, sales and self-service journeys, including prompts, intents, fallback handling and grounding
• Design automated customer touchpoints and AI-enabled self-service and self-buying experiences, working with Marketing and Sales Enablement
• Deploy AI-assisted tooling such as smart suggestions and case summarisation in Salesforce, and drive adoption through change management and training
• Own functional delivery in Salesforce Service, Sales, Field Service and Experience Cloud, including Flows, process automation and Salesforce AI features
• Act as the main delivery liaison between Customer Success, IT, Engineering, Sales Enablement and Marketing, and run workshops, requirements sessions and UAT

Required profile

• 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
• Ability to engage and manage complex stakeholder environments

Required skills

• Process mapping (BPMN, value stream mapping, Lucidchart or equivalent)
• Strong differentiators: Agentforce, Einstein or conversational AI configuration; Field Service Lightning or Experience Cloud; RAG, prompt engineering or LLM-grounding; LEAN, Six Sigma or continuous improvement; change management and AI adoption; Salesforce certifications (Service Cloud Consultant, Admin or AI Associate)

What we offer

• Working from home up to 3 days a week, with a 500 euro setup allowance and monthly home office allowance
• 40 working days abroad per year, birthday off and volunteering time off
• Health and dental insurance, employer-funded pension, lunch, childcare or transport vouchers
• LinkedIn Learning, language learning platform, mental health app and employee assistance program