Salesforce Technical Architect

Job Title: Salesforce Technical Architect
Location: Remote (Occasional Travel)
Key Responsibilities
Partner with Salesforce architects to review and validate proposed architecture and designs
Ensure architectural decisions align with Uniteds 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 United Contact Center leadership
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.