Salesforce Solution Architect

Title: Salesforce Solution Architect

Duration: 12 months contract to high possible for an extension

Location: Chicago, IL (Hybrid- 3 days onsite)

Start Date: ASAP

Description:

Role Overview:

The Solution Architect will partner closely with leadership and Salesforce’s implementation team to ensure the proposed architecture supports United’s long-term case management and CRM strategy, not just the initial implementation.

This role is highly strategic and requires someone who can evaluate Salesforce’s architectural decisions, influence design choices, and help define a scalable, future-ready roadmap.

Skills:

Required Skills & Experience

• Deep expertise in Salesforce Service Cloud
• Strong background in Case Management architecture
• Proven experience designing complex Salesforce data models
• Experience working directly with Salesforce delivery teams or SI partners
• Strong client-facing communication and stakeholder management skills
• Ability to operate in ambiguity and design for future-state transformation
• Prior Contact Center or CRM transformation experience strongly preferred

Key Responsibilities:

• Partner with Salesforce architects to review and validate proposed architecture and designs
• Ensure architectural decisions align with client's long-term interests, scalability needs, and airline-specific operating model
• Define and influence Salesforce Service Cloud architecture for Contact Center Case Management
• Lead data model design, including mapping reservation numbers, ticket numbers, and transaction-based identifiers into a case management framework
• Advise on customer-centric CRM evolution within a transaction-driven airline environment
• Document architectural decisions and help shape the Phase 2 transformation roadmap
• Act as a trusted advisor to Contact Center leadership