Head of AI Enablement - Care Centers

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Regular or Temporary: Regular

Language 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.

• 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.

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)

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.

• Translate complex business requirements into engineered AI and GenAI solutions that deliver measurable business outcomes.
• Architect and lead the development of LLM‑based, agentic, and machine‑learning systems that integrate with enterprise data and technology platforms.
• Guide engineering teams in model development, fine‑tuning, and deployment, ensuring performance, security, and compliance.
• Build reusable frameworks, APIs, and components to accelerate AI adoption across product lines.
• 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.
• Serve as a trusted engineering partner to business executives, translating strategic goals into technical blueprints.
• Foster a builder culture rooted in experimentation, delivery, and responsible innovation.
• 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.
• Stay ahead of emerging AI technologies, tools, and frameworks; continuously assess opportunities to integrate frontier capabilities.

Required Qualifications:

• Technical Expertise:
  Pro…