Job Description
The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status.
If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).
Regular or Temporary:
RegularLanguage Fluency: English (Required)
Work Shift:
1st shift (United States of America)Please review the following job description:
The Head of AI Enablement– Truist Care Centers is a senior technology leader responsible for designing and deploying enterprise-grade AI and GenAI solutions across the Truist Care Centers within Truist’s Technology, Data and Operations (TD+O) organization. Reporting directly to the Head of Truist Care Centers, this leader partners with business executives, product managers, and engineering teams to translate business requirements into scalable, production-ready AI applications that drive measurable value.This role is hands-on and technically deep — blending engineering expertise in LLMs, agentic frameworks, and applied ML with the ability to engage directly with business stakeholders. The ideal candidate has built and deployed AI platforms or intelligent products in a technology-first environment, demonstrating fluency in system design, data architecture, and model integration.
Acting as both architect and catalyst, the Head of AI Enablement leads cross-functional teams to design and operationalize AI solutions including:
• Real-time teammate assist and knowledge retrieval
• Conversational AI (voice and chat)
• Intelligent call routing and next-best-action
• Automated quality assurance and sentiment analytics
• Workforce optimization and forecasting augmentation
• Post-call summarization and case documentation automation
This leader ensures solutions are secure, compliant, ethical, and performant at scale—while establishing reusable engineering patterns that accelerate AI adoption across all Care Center lines of business. The role requires a rare combination of technical acumen, strategic agility, and executive presence. A leader who can earn credibility with engineers and inspire confidence from business Executives.
Strategic Impact
This role directly influences the Truist Care Centers objectives and key results:
• Overall Satisfaction (OSAT)
• Service Levels (SL%)
• First Call Resolution (FCR)
• Average Handle Time (AHT)
• Teammate Productivity and Retention
• Operational Cost Efficiency (Cost to Serve)
• Sales Conversion and Wallet Share (where applicable)
ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1. Translate complex business requirements into engineered AI and GenAI solutions that deliver measurable business outcomes.
2. Architect and lead the development of LLM-based, agentic, and machine-learning systems that integrate with enterprise data and technology platforms.
3. Guide engineering teams in model development, fine-tuning, and deployment, ensuring performance, security, and compliance.
4. Build reusable frameworks, APIs, and components to accelerate AI adoption across product lines.
5. Partner directly with the TD&O Divisional Leaders and their engineering, product, and operations teams to identify high-impact use cases and embed AI capabilities into existing workflows.
6. Serve as a trusted engineering partner to business executives, translating strategic goals into technical blueprints.
7. Foster a builder culture rooted in experimentation, delivery, and responsible innovation.
8. Establish and enforce AI engineering standards—including model observability, version control, and performance telemetry in partnership with Enterprise Architecture and the Policy, Standards, Practices Governance team.
9. Stay ahead of emerging AI technologies, tools, and frameworks; continuously assess opportunities to integrate frontier capabilities.
QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Technical Expertise: Proven experience designing, deploying, and maintaining AI or GenAI systems in production—such as LLM-based solutions, agentic architectures, or advanced ML pipelines.
2. Engineering Leadership: 10+ years leading product, platform, or applied AI engineering teams in high-scale environments (e.g., cloud, SaaS, fintech, or large-scale enterprise systems).
3. Architectural Fluency: Deep understanding of modern AI infrastructure, including vector databases, model orchestration, RAG pipelines, and MLOps/DevOps integration.
4. Applied Business Translation: Ability to engage directly with business leaders to convert strategic goals into technical blueprints and deliver working solutions.
5. Ethical and Regulatory Awareness: Demonstrated knowledge of Responsible AI frameworks, model risk governance, and secure data management practices in regulated industries.
6. Communication and Influence: Ability to earn trust across senior leadership, from CIOs to product executives, by articulating AI’s value in business terms.
7. Education: Bachelor’s degree in Computer Science, Engineering, Data Science, or a related technical field (advanced degrees preferred) or equivalent experience.
Preferred Qualifications:
1. Technical Expertise: Proven experience designing, deploying, and operating AI or GenAI systems in production environments supporting customer-facing or service operations (e.g., conversational AI, teammate assist, LLM-based knowledge retrieval, ML-based routing).
2. Engineering Leadership: 10+ years leading product, platform, or applied AI engineering teams in large-scale, high-availability environments.
3. Contact Center Acumen: Demonstrated understanding of contact center ecosystems, including telephony platforms (i.e., AWS, Genesys, NICE, etc.), CRM integration, QA workflows, and workforce management systems.
4. Architectural Fluency: Deep knowledge of AI infrastructure including vector databases, RAG pipelines, model orchestration, streaming APIs, low-latency deployment patterns, and MLOps integration.
5. Operational Translation: Ability to convert frontline performance challenges (OSAT, SL%, FCR, AHT, abandonment rates) into technical blueprints and measurable AI use cases.
6. Responsible AI & Regulatory Awareness: Experience implementing AI solutions within regulated, customer-sensitive environments with strong data privacy and model governance controls.
7. Communication & Influence: Ability to build credibility with engineers while influencing Contact Center executives and operations leaders.
8. Education: Bachelor’s degree in Computer Science, Engineering, Data Science, or related field (advanced degree preferred) or equivalent experience
General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.
Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.
The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status.
If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).
Regular or Temporary:
RegularLanguage Fluency: English (Required)
Work Shift:
1st shift (United States of America)Please review the following job description:
The Head of AI Enablement– Truist Care Centers is a senior technology leader responsible for designing and deploying enterprise-grade AI and GenAI solutions across the Truist Care Centers within Truist’s Technology, Data and Operations (TD+O) organization. Reporting directly to the Head of Truist Care Centers, this leader partners with business executives, product managers, and engineering teams to translate business requirements into scalable, production-ready AI applications that drive measurable value.This role is hands-on and technically deep — blending engineering expertise in LLMs, agentic frameworks, and applied ML with the ability to engage directly with business stakeholders. The ideal candidate has built and deployed AI platforms or intelligent products in a technology-first environment, demonstrating fluency in system design, data architecture, and model integration.
Acting as both architect and catalyst, the Head of AI Enablement leads cross-functional teams to design and operationalize AI solutions including:
• Real-time teammate assist and knowledge retrieval
• Conversational AI (voice and chat)
• Intelligent call routing and next-best-action
• Automated quality assurance and sentiment analytics
• Workforce optimization and forecasting augmentation
• Post-call summarization and case documentation automation
This leader ensures solutions are secure, compliant, ethical, and performant at scale—while establishing reusable engineering patterns that accelerate AI adoption across all Care Center lines of business. The role requires a rare combination of technical acumen, strategic agility, and executive presence. A leader who can earn credibility with engineers and inspire confidence from business Executives.
Strategic Impact
This role directly influences the Truist Care Centers objectives and key results:
• Overall Satisfaction (OSAT)
• Service Levels (SL%)
• First Call Resolution (FCR)
• Average Handle Time (AHT)
• Teammate Productivity and Retention
• Operational Cost Efficiency (Cost to Serve)
• Sales Conversion and Wallet Share (where applicable)
ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1. Translate complex business requirements into engineered AI and GenAI solutions that deliver measurable business outcomes.
2. Architect and lead the development of LLM-based, agentic, and machine-learning systems that integrate with enterprise data and technology platforms.
3. Guide engineering teams in model development, fine-tuning, and deployment, ensuring performance, security, and compliance.
4. Build reusable frameworks, APIs, and components to accelerate AI adoption across product lines.
5. Partner directly with the TD&O Divisional Leaders and their engineering, product, and operations teams to identify high-impact use cases and embed AI capabilities into existing workflows.
6. Serve as a trusted engineering partner to business executives, translating strategic goals into technical blueprints.
7. Foster a builder culture rooted in experimentation, delivery, and responsible innovation.
8. Establish and enforce AI engineering standards—including model observability, version control, and performance telemetry in partnership with Enterprise Architecture and the Policy, Standards, Practices Governance team.
9. Stay ahead of emerging AI technologies, tools, and frameworks; continuously assess opportunities to integrate frontier capabilities.
QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Technical Expertise: Proven experience designing, deploying, and maintaining AI or GenAI systems in production—such as LLM-based solutions, agentic architectures, or advanced ML pipelines.
2. Engineering Leadership: 10+ years leading product, platform, or applied AI engineering teams in high-scale environments (e.g., cloud, SaaS, fintech, or large-scale enterprise systems).
3. Architectural Fluency: Deep understanding of modern AI infrastructure, including vector databases, model orchestration, RAG pipelines, and MLOps/DevOps integration.
4. Applied Business Translation: Ability to engage directly with business leaders to convert strategic goals into technical blueprints and deliver working solutions.
5. Ethical and Regulatory Awareness: Demonstrated knowledge of Responsible AI frameworks, model risk governance, and secure data management practices in regulated industries.
6. Communication and Influence: Ability to earn trust across senior leadership, from CIOs to product executives, by articulating AI’s value in business terms.
7. Education: Bachelor’s degree in Computer Science, Engineering, Data Science, or a related technical field (advanced degrees preferred) or equivalent experience.
Preferred Qualifications:
1. Technical Expertise: Proven experience designing, deploying, and operating AI or GenAI systems in production environments supporting customer-facing or service operations (e.g., conversational AI, teammate assist, LLM-based knowledge retrieval, ML-based routing).
2. Engineering Leadership: 10+ years leading product, platform, or applied AI engineering teams in large-scale, high-availability environments.
3. Contact Center Acumen: Demonstrated understanding of contact center ecosystems, including telephony platforms (i.e., AWS, Genesys, NICE, etc.), CRM integration, QA workflows, and workforce management systems.
4. Architectural Fluency: Deep knowledge of AI infrastructure including vector databases, RAG pipelines, model orchestration, streaming APIs, low-latency deployment patterns, and MLOps integration.
5. Operational Translation: Ability to convert frontline performance challenges (OSAT, SL%, FCR, AHT, abandonment rates) into technical blueprints and measurable AI use cases.
6. Responsible AI & Regulatory Awareness: Experience implementing AI solutions within regulated, customer-sensitive environments with strong data privacy and model governance controls.
7. Communication & Influence: Ability to build credibility with engineers while influencing Contact Center executives and operations leaders.
8. Education: Bachelor’s degree in Computer Science, Engineering, Data Science, or related field (advanced degree preferred) or equivalent experience
General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.
Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.
About Truist
Care starts on the inside.
At Truist, our purpose is to inspire and build better lives and communities. And we do that through real, unwavering care. As part of that commitment to care, we’re creating an inclusive and energizing work environment that empowers teammates to learn, grow, and have fulfilling careers.
Why work at Truist?
· Be part of an inclusive culture. We actively recruit and train diverse talent. And not just because it’s the right thing to do—but because we’re inspired by the perspectives and experiences of people from different backgrounds.
· Balance your work and life. We offer flexible healthcare benefits, time off for vacation, wellness, and community service, and company-sponsored financial education programs. We want our teammates to lead full, healthy lives.
· Make meaningful connections. We see the future of financial services as one defined not only by technology, but by humanity. A true balance of innovation, inclusion, and conversation—cutting-edge and close-to-home. You'll be part of building it at Truist.
We’re looking for people with open hearts, big dreams, and new ways of thinking to take us to innovative places in banking. Join us.
Truist would like you to finish the application on their website.
