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TruistHead of AI Enablement
Senior technology leader responsible for AI and GenAI solutions across Wholesale Technology for Truist. Collaborating with business executives and engineering teams to drive measurable value through AI applications.
About the role
- Partner with Genesys CX Advisors, Solution Consultants, and customer stakeholders to identify AI use cases aligned with strategic objectives.
- Assess value, effort, and feasibility to prioritize initiatives effectively.
- Translate customer KPIs (AHT, CSAT, containment rates, etc.) into actionable AI solution opportunities.
- Define reference architectures, integration patterns, and data flows for AI-powered experience orchestration.
- Lead process-redesign workshops to create seamless, channel-agnostic CX.
- Ensure all designs comply with Genesys and customer security, privacy, and regulatory requirements (GDPR, PDPA, PCI, HIPAA where applicable).
- Deliver rapid POC and MVP implementations using Genesys Cloud AI Studio, Copilot, and related product suites.
- Integrate Genesys AI components with customer CRM, ERP, and third-party systems.
- Establish implementation KPIs and analytics to measure model and journey performance.
- Evaluate solution performance against KPIs and refine designs based on data-driven insights.
- Collaborate with Customer Success and Professional Services teams to hand over production-ready assets and roadmaps.
- Champion responsible AI design principles and apply guardrails to prevent bias or unsafe responses.
- Adhere to Genesys ethical standards and compliance frameworks.
- Mentor customer and partner teams to build long-term AI maturity and self-sufficiency.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Business, Data Science, or a related discipline, or equivalent hands-on experience in CX or AI solution delivery.
- At least five years of experience implementing or supporting CX, CRM, or AI orchestration platforms (e.g., Genesys Cloud, Google CCAI, Salesforce, Microsoft, NICE CXone, AWS Connect, ServiceNow, or similar).
- Three or more years of experience in solution architecture, systems integration, or AI/ML-enabled process design.
- Demonstrated experience working with APIs, data pipelines, and modern cloud environments (Genesys, AWS, Azure, GCP).
Benefits
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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