Patient Experience Tech Innovation Engineer

R2853562 Patient Experience Tech Innovation Engineer

Location: Toronto, ON

About the Job

Sanofi is seeking a visionary Patient Services Innovation Engineer to lead the evolution of our Patient Support Services (PSS) platform - a mission-critical ecosystem that touches thousands of patients across their entire healthcare journey.

In this role, you'll design and deliver next-generation AI-powered solutions that make a tangible difference in patients' lives. From treatment discovery to long-term adherence, you'll architect intelligent digital experiences that remove barriers, personalize engagement, and improve health outcomes. You'll leverage cutting-edge AI/GenAI, Salesforce Health Cloud, AWS, and emerging digital health platforms to solve real-world challenges: predicting adherence risks, orchestrating personalized patient journeys, and empowering care teams with intelligent automation.

As an innovation engineer, you'll drive the strategic roadmap across Pre-Rx and Post-Rx journeys, champion rapid experimentation, and influence stakeholders across the enterprise - all while ensuring compliance-by-design in a highly regulated environment.

Join the engine of Sanofi’s mission — where deep immunoscience meets bold, AI-powered research. In R&D, you’ll drive breakthroughs that could turn the impossible into possible for millions.

About Sanofi:
We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Main Responsibilities:

Innovation Leadership & Platform Strategy

• Lead and evolve the end-to-end PSS platform innovation roadmap, ensuring alignment across Pre-Rx (awareness, access, affordability, onboarding) and Post-Rx (adherence, persistence, patient engagement, outcomes) journeys.

• Architect and drive next-generation platform capabilities that unify patient, provider, and program data across the lifecycle using Salesforce (Data Cloud, Health Cloud, Agentforce, OmniStudio, Experience Cloud) and AWS ecosystem services.

• Design, scope, and execute PoCs and MVPs focused on AI/GenAI-driven use cases, such as intelligent patient engagement, next-best-action, automated case management, and predictive adherence models.

• Define how to optimally leverage the existing Sanofi technology stack (Salesforce + AWS) while identifying opportunities to integrate emerging AI platforms, digital health solutions, and ecosystem partners.

• Evaluate and recommend build vs. buy vs. partner strategies for new capabilities, including AI copilots, conversational interfaces, and patient-facing digital tools.

• Present solution architectures, feasibility analyses, and quantified business outcomes (e.g., improved time-to-therapy, adherence rates, patient satisfaction) to senior leadership.

• Support business case creation, value realization tracking, and investment prioritization for innovation initiatives.

• Deliver thought leadership across the PSS ecosystem, including patient 360, omnichannel engagement, and real-world data utilization.

• Ensure scalable, modular, and reusable platform design that supports multiple therapeutic areas and evolving business models.

• Embed “compliance by design” principles, ensuring adherence to GxP, HIPAA, GDPR, and regional privacy regulations across all innovations.

AI, Data & Digital Innovation

• Lead adoption of AI/ML and GenAI capabilities across PSS, including:

  Intelligent intake and triage of patient cases

  Personalized patient journeys and engagement orchestration

  Conversational AI (chatbots, voice agents) for patient and HCP support

  Predictive analytics for adherence, drop-off risk, and program optimization

• Collaborate with data teams to enable a Patient 360 view using Salesforce Data Cloud and AWS data services, integrating structured and unstructured data sources.

• Explore and implement next-generation AI platforms and frameworks (e.g., LLM orchestration, vector databases, agentic AI) to enhance patient and agent experiences.

• Ensure responsible AI practices, including explainability, bias mitigation, and regulatory compliance in healthcare contexts.

Cross-Functional Collaboration & Delivery

• Partner with business stakeholders (market access, patient services, medical, commercial) to identify unmet needs across Pre-Rx and Post-Rx journeys and translate them into innovative digital solutions.

• Coordinate with product, engineering, architecture, operations, compliance, and vendor teams to ensure seamless PoC execution and transition to enterprise-scale solutions.

• Demonstrated ability to influence, collaborate with, and lead cross-functional global teams without direct authority, building consensus and driving alignment.

• Lead vendor/partner ecosystem engagement, including evaluation of digital health startups, AI vendors, and platform providers.

• Ensure robust integration patterns between Salesforce, AWS, external vendors, and enterprise systems (e.g., hubs, EHR integrations, specialty pharmacy systems).

Platform Engineering & Integration

• Define and implement reference architectures and integration patterns for PSS platforms leveraging: Salesforce (Health Cloud, Data Cloud, Experience Cloud, OmniStudio, Agentforce), AWS (Lambda, API Gateway, S3, AI/ML services, data lakes).

• Build and guide development of secure, scalable APIs and event-driven architectures to support real-time patient interactions and data exchange.

• Ensure interoperability with healthcare ecosystems, including specialty pharmacies, hubs, payers, and EHR systems.

• Promote reusability and standardization through shared services, accelerators, and platform components.

Continuous Improvement & Innovation Culture

• Foster a culture of experimentation and rapid innovation, encouraging hypothesis-driven development and iterative learning.

• Establish innovation frameworks, governance, and metrics to measure success (e.g., speed to pilot, adoption rates, patient impact).

• Stay ahead of industry trends in digital health, AI, patient engagement, and regulatory evolution, translating insights into actionable strategies.

• Act as a change agent, helping shift the organization toward platform thinking, product-centric delivery, and AI-first mindset.

About You

Mandatory Qualifications:

• Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related technical fields mandatory. Master's degree preferred.

• 8+ years of experience in software/platform engineering, solution architecture, or digital innovation roles.

• 5+ years of hands-on experience with Salesforce (Health Cloud, Data Cloud, Experience Cloud, OmniStudio, Agentforce).

• Demonstrated ability to influence and lead cross-functional global teams without direct authority.

• Ability to influence senior leadership and navigate complex stakeholder environments.

• Advanced skills in Agile delivery, product collaboration, compliance, and digital strategy.

• Ability to communicate complex technical concepts clearly to diverse audiences and build inclusive, psychologically safe team environments.

• Fluent in English; an additional language is a plus.

Preferred Qualifications

• 3+ years of experience with AWS ecosystem services (Lambda, API Gateway, S3, AI/ML services, data lakes).

• Experience with patient engagement platforms, digital therapeutics, or remote patient monitoring solutions.

• Knowledge of healthcare interoperability standards and integrations (EHR, specialty pharmacy, payer systems).

• Familiarity with GxP regulations in addition to HIPAA/GDPR.

• Experience conducting build vs. buy vs. partner evaluations and vendor/technology assessments.

• Hands-on experience designing and deploying AI/ML and GenAI solutions in production environments.

• Experience with LLM orchestration, vector databases, and agentic AI frameworks.

• Experience implementing conversational AI (chatbots, voice agents) for enterprise applications.

• Demonstrated ability to build predictive analytics and personalization models.

• Advanced experience with AWS AI/ML services (SageMaker, Bedrock, Personalize).

• Familiarity with healthcare interoperability standards (HL7, FHIR).

• Knowledge of real-world data (RWD) utilization and outcomes tracking.

• Understanding of patient services operations in pharmaceutical or healthcare industry.

• MLOps frameworks and responsible AI governance practices.

• Proven experience designing scalable, modular platform architectures and integration patterns.

• Expertise in API design, event-driven architectures, and microservices.
  

Why Choose Us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs.

• Join the digital force behind Sanofi’s AI-powered pipeline, where Expert, Generative, and Snackable AI accelerate the discovery, development and delivery of breakthrough treatments to patients.

• Work in a safe, responsible environment, with a strategy that balances digital innovation with the appropriate level of risk management for each AI system.

• Enjoy daily opportunities to collaborate and share knowledge in an environment based on open dialogue and mutual respect.

AI Usage

"Artificial Intelligence” refers to any systems that use automated processes, including algorithms and machine learning, toanalyzedata and make predictions, inferences, decisions, or recommendations without direct human involvement. These systems may process personal information to identify patterns, improve services, or support decision-making. The Company may use Artificial Intelligence for purposes including, but not limited to, resume screening and hiring, scheduling interviews or meetings, conducting surveys, matching skills with potential job openings, interview scoring, ensuring compliance with regulations applicable to our industry, and activities related to performance evaluation. Information collected and processed by the Company’s Artificial Intelligence systems may include the personal information detailed aboveand calendar availability. It excludes the information collected and processed for monitoring purposes. You should contact Human Resources if you have a question or concern regarding your personal information. You can also contact Canada’s Privacy Officer via Sanofi’s data subject request portal,. Thecan also be used torequest access or correction of your personal information and file a complaint.

Sanofi is an equal opportunity employer committed to diversity and inclusion. Our goal is to attract, develop andretainhighly talentedemployees from diverse backgrounds, allowing us tobenefitfrom a wide variety of experiences and perspectives. We welcome and encourage applications from all qualified applicants. Accommodations for persons with disabilitiesrequiredduring the recruitment process are available upon request.

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Pursue , discover

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

Watch our and check out our Diversity Equity and Inclusion actions at !

The salary range for this position is:

124,800.00 - 174,800.00 (Includes target bonus)

Final compensation will be determined based on demonstrated experience, skills, location, and other relevant factors. Employees may be eligible to participate in Company employee benefits programs, and additional benefits information can be found through the (CA)OR (US) .

La fourchette salariale pour ce poste est la suivante:

124,800.00 - 174,800.00 (Comprend le bonus cible)

La rémunération finale sera déterminée en fonction de l'expérience démontrée, des compétences, du lieu de travail et d'autres facteurs pertinents. Les employés peuvent être admissibles à participer aux programmes d'avantages sociaux de l'entreprise, et des informations supplémentaires sur les avantages sociaux peuvent être trouvées via le