At a Glance
- Tasks: Solve complex tech challenges and enhance AI-driven business messaging experiences.
- Company: Join Meta, a leader in AI and business innovation.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on ethical AI practices.
- Why this job: Be at the forefront of AI transformation in business communication.
- Qualifications: 5+ years in tech roles, strong problem-solving skills, and a passion for AI.
The predicted salary is between 60000 - 80000 £ per year.
An opportunity to work at the intersection of AI and Business Messaging, one of Meta's key investment areas. As Meta accelerates its investment in AI-native business experiences, Meta Business Agent sits at the center of how businesses will discover, engage, and transact with customers in the future. This role puts you at the heart of that transformation, working with next-generation AI agents, LLMs, and conversational AI systems that are redefining how businesses connect with billions of people across Meta's messaging platforms.
As a Technical Solutions Consultant (TSC) for Meta Business Agent, you will serve as a subject matter expert in the AI agent experience, acting as a technical bridge between our customers, support operations, and internal product and engineering teams. Your mission will be to resolve complex technical challenges related to AI agent behaviour and configuration, drive operational excellence, influence product improvements through data-driven insights, and ensure our customers can fully leverage Meta Business Agent to transform their customer engagement.
Responsibilities
- Deliver a high-touch resolution experience for Meta's most strategic Business Messaging Partners.
- Develop deep subject-matter expertise across Meta Business Agent and the wider Business Messaging portfolio.
- Break down and resolve complex, ambiguous, technical issues for high-touch customers using internal debug tools and log analysis to determine the root cause.
- End-to-end issue resolution, filing bugs, documenting repro steps and partnering with cross-functional partners to see the issue through to resolution.
- Drive scale across the support funnel, enabling front-line human and AI agents to resolve issues earlier and closer to the customer.
- Act as a trusted advisor on the Meta Business Agent product.
- Improve the end-to-end support funnel by optimizing internal and external support processes.
- Refine the support agent's experience with clear resolution paths and feedback that improves ticket resolutions.
- Maintain knowledge bases, documentation, and training materials so that support teams can effectively support emerging Meta Business Agent features and capabilities.
- Identify common issues and develop reusable workarounds, documenting and sharing them to drive scale across the funnel.
- Partner with cross-functional product and engineering teams on the go-to-market strategy for new Meta Business Agent features, covering product training and operational readiness.
- Drive 'shift left' initiatives that streamline and standardize support flows, moving resolution closer to the customer.
- Turn front-line signal into product impact: influencing the Meta Business Agent roadmap on behalf of customers.
- Translate data, feedback, and customer signals into actionable insights that influence the Meta Business Agent roadmap.
- Champion the VOTC, articulating pain points and turning them into measurable product improvements.
- Build cross-functional partnerships (Product Management, Engineering, Partnerships) aligning teams and holding them accountable for their deliverables.
- Recommend tooling, processes, and signal improvements leveraging support performance data.
- Run account health reviews, surfacing insights that improve account management and support effectiveness.
Qualifications
- B.A. or B.S. in Business, Computer Science, Engineering, Digital Marketing, or a related field, or equivalent practical experience.
- 5+ years of experience in an operations, support, technical solutions, or product role within a technical environment.
- Working knowledge of web technologies (HTML, CSS, JavaScript, HTTP, APIs) with hands-on technical troubleshooting experience.
- Proven ability to translate technical concepts for both technical and non-technical audiences.
- Demonstrated experience in influencing outcomes and driving alignment across cross-functional teams.
- Experience in the CRM, messaging, conversational AI, or API-based technology industries.
- Demonstrated ongoing AI skill development and staying current with emerging AI technologies.
- Familiarity with responsible, ethical AI practices.
- Track record of using AI tools to redesign workflows and drive measurable impact.
- Experience in prototyping and building tools to improve job efficiency and effectiveness.
- Track record of driving product improvements through customer insight and data-driven advocacy.
- Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact.
