Sr. SW Engineer - (3-5 yrs of experience, Endpoint Engineering – Software & Hardware QA Automation using Agentic AI Development, SRE/Reliability)

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Job Description

Visa Corporate IT has embarked on a major transformation journey to become an engineering-first organization where reliability, automation, quality, customer experience, and end-user productivity are central to how we operate. As part of this transformation, Corporate Reliability Engineering is focused on shifting from reactive support to proactive, predictive, and preventative engineering practices that reduce operational toil, improve service reliability and release quality, and enable scalable support across Visa's global workforce.

The Agentic QA Automation Developer, Corporate Reliability Engineering will be responsible for designing, building, testing, and maintaining automation solutions that eliminate manual QA effort and improve the quality, reliability, and release readiness of Visa's enterprise workstation environment. This role will develop automated validation frameworks, intelligent workflows, reusable test components, integrations, and human-in-the-loop solutions that validate software releases, operating system updates, endpoint configurations, security controls, drivers, and enterprise applications across Windows and macOS.

This role is an Individual Contributor I5 / mid-to-senior developer position for a hands-on engineer with strong software development, test automation, performance engineering, and endpoint platform experience. The successful candidate will build, test, implement, and support automated functional, regression, compatibility, performance, and release certification solutions across multiple laptop models, operating system versions, and enterprise workstation configurations.

Visa's Agentic Toolchain materials describe agentic work as more than using AI for individual tasks; it includes persistent sessions, shared context, built-in quality gates, human approval points, telemetry, reusable artifacts, and lifecycle support from implementation through testing, release readiness, operational handoff, and measurable outcomes. This role will apply those principles to QA and CRE use cases where automated validation, reliability, traceability, and operational accountability are critical.

Key Focus Areas:                                                                                                        

The ideal candidate should be passionate about:

Agentic Workflow Development:

• Agentic Automation Design: Design, build, and maintain agentic workflows that support CRE operational outcomes, including incident reduction, automated triage, knowledge retrieval, service health analysis, and repeatable remediation patterns.
• Human-in-the-Loop Engineering: Create workflows that combine automation with clear human approval gates, decision points, auditability, and escalation paths where required.
• Reusable Agentic Components: Develop reusable prompts, scripts, workflow templates, APIs, connectors, and automation modules that can be applied across multiple CRE-supported services.
• Persistent Context and Knowledge Reuse: Build solutions that preserve operational context, decisions, outputs, and lessons learned so teams do not repeatedly start from scratch.

Software Engineering and Automation:

• Code Development: Create extensible, maintainable, and secure code for automation services, workflow components, scripts, and integrations.
• API and Systems Integration: Build integrations with approved enterprise platforms, support tools, telemetry sources, knowledge repositories, workflow systems, and GenAI/agentic platforms.
• Automation of Operational Toil: Identify repetitive manual tasks across CRE and convert them into reliable automation patterns that improve speed, consistency, and scalability.
• CI/CD and Release Practices: Contribute to automated validation, deployment readiness, and controlled release practices for agentic workflows and automation solutions.

Reliability Engineering and Operational Automation

• Predictive and Preventative Engineering: Develop solutions that help identify patterns, risks, and recurring issues before they become widespread incidents.
• Incident and Problem Management Enablement: Build tools and workflows that improve triage, root cause analysis, known error detection, remediation recommendations, and post-incident learning.
• Service Health and Telemetry: Use operational data, logs, metrics, ticket trends, and user-experience signals to inform automation opportunities and measure effectiveness.
• Continuous Improvement: Partner with CRE teams to identify reliability gaps, automation opportunities, and process improvements that reduce incidents, escalations, and manual support effort.

Endpoint Release Validation and Quality Engineering

• Automated Release Certification: Design and build automated validation frameworks that certify workstation releases before production deployment and provide evidence-based go/no-go recommendations.
• Functional and Regression Testing: Develop repeatable automated test suites that validate critical workstation functionality and identify unintended impacts introduced by releases or configuration changes.
• Cross-Platform and Hardware Compatibility: Validate releases across supported Windows and macOS versions, laptop models, hardware configurations, device drivers, security controls, and endpoint management policies.
• Synthetic User Experience Testing: Create automated user journeys that simulate critical employee activities such as authentication, application launch, Microsoft 365 usage, browser access, VPN connectivity, collaboration, conferencing, printing, and device compliance.
• Release Quality Reporting: Produce automated reports showing test coverage, pass/fail results, defects, risk areas, performance impact, certification status, and deployment recommendations.

Endpoint Performance and Reliability Validation

• Resource Utilization Testing: Build automated baselines and regression checks for CPU, memory, disk I/O, storage, network utilization, process behavior, and power or battery impact where applicable.
• User Experience Performance: Measure logon duration, application startup time, device responsiveness, resource contention, crashes, service failures, and stability trends before and after releases.
• Telemetry-Driven Validation: Correlate automated test results with endpoint telemetry, logs, incident trends, and user-experience signals to identify release-related degradation and support root cause analysis.

Test Environment and Device Lab Automation

• Device Matrix Execution: Build automation that schedules, executes, and reports tests across physical and virtual Windows and macOS devices representing supported laptop models and operating system configurations.
• Environment Management: Automate test setup, software installation, configuration, data collection, cleanup, rollback, and repeatable restoration of test devices.

Enterprise Endpoint and System Fundamentals

• Working knowledge of Windows endpoint fundamentals, including services, processes, logs, registry, WMI, Windows Update, device drivers, security controls, Group Policy, Intune, Autopilot, and enterprise endpoint management concepts.
• Working knowledge of macOS endpoint fundamentals, including launchd, system extensions, MDM frameworks, configuration profiles, security controls, package deployment frameworks, JAMF, and related enterprise management tooling.
• Ability to interpret endpoint telemetry, application behavior, ticket trends, compliance signals, performance indicators, and user-experience data to identify reliability risks and automation opportunities.
• Experience troubleshooting common endpoint lifecycle issues across provisioning, onboarding, software deployment, patch compliance, configuration drift, security remediation, device performance, and recurring support patterns.
• Experience validating workstation releases across multiple Windows and macOS versions, laptop models, hardware configurations, and enterprise endpoint configurations.
• Ability to troubleshoot compatibility issues involving operating systems, device drivers, endpoint security products, productivity applications, endpoint management agents, and network or identity dependencies.
• Ability to automate collection and analysis of Windows and macOS logs, telemetry, process information, performance counters, and test evidence.

Testing, Quality Gates, and Controls:

• Automated Validation: Build automated checks and tests that validate workflow behavior, integration accuracy, data quality, and expected outcomes before release.
• Quality Gates: Implement quality gates that prevent incomplete, unsafe, or low-confidence automation from progressing without review.
• Regression Testing: Create repeatable tests to ensure updates to prompts, workflows, scripts, integrations, and automation logic do not break existing capabilities.
• Release Readiness Metrics: Produce clear reporting that demonstrates test coverage, pass/fail results, risk areas, and readiness for production use.

• Performance Regression Testing: Establish performance baselines and automated thresholds to detect changes in CPU, memory, disk I/O, network use, application startup, login performance, and device responsiveness.
• Cross-Platform Release Validation: Execute consistent automated functional, regression, integration, compatibility, and performance tests across Windows and macOS.
• Defect Management and Traceability: Capture reproducible evidence, logs, screenshots, metrics, and environment details, and integrate findings with approved defect or work management systems.
• Release Certification: Automate release quality scorecards and go/no-go recommendations based on defined acceptance criteria, risk, severity, and test results.

Reporting, Analytics, and Business Impact:

• Automation Dashboards: Partner with analytics and operations teams to develop dashboards that show automation adoption, effectiveness, reliability impact, time saved, and recurring issue reduction.
• Outcome Measurement: Define success metrics for each agentic solution, including reliability improvement, reduced manual effort, improved response time, improved knowledge reuse, or reduced recurrence.
• Trend Analysis: Analyze recurring incidents, service degradation patterns, ticket drivers, and operational bottlenecks to identify high-value automation candidates.
• Executive-Ready Communication: Translate technical outcomes into concise business impact statements for CRE, CIT, and leadership stakeholders.

Collaboration and Process Improvement:

• Cross-Functional Collaboration: Work closely with CRE engineers, Client Engineering, Microsoft Backend, Workstation Vulnerability Remediation, QA, Service Desk, Onsite Support, Information Security, and other engineering, operations, and product stakeholders to deliver automation aligned to operational needs.
• Stakeholder Communication: Communicate technical concepts, solution design, risks, and results clearly to both technical and non-technical audiences.
• Documentation and Knowledge Sharing: Maintain documentation, runbooks, workflow logic, implementation notes, test evidence, decision records, and support guides for all agentic solutions.
• Engineering Culture: Promote engineering-first practices within CRE by encouraging automation, reusable design, code quality, peer review, testing discipline, and continuous learning.

Responsibilities:

• Design, develop, test, and maintain agentic workflows and automation solutions for Corporate Reliability Engineering.
• Translate CRE operational pain points into technical requirements, workflow designs, implementation plans, and measurable outcomes.
• Build maintainable code, scripts, APIs, connectors, and reusable automation components.
• Integrate automation solutions with approved enterprise systems, telemetry sources, knowledge repositories, and operational workflows.
• Apply secure development practices, coding standards, code reviews, testing, and documentation.
• Develop automated tests, validation logic, quality gates, and release readiness reporting for agentic workflows.
• Analyze incident, ticket, telemetry, and service-health data to identify automation and reliability improvement opportunities.
• Partner with CRE and cross-functional teams to reduce manual toil, improve reliability, and prevent recurring issues.
• Document workflows, support models, runbooks, and operational handoff materials.
• Continuously evaluate new tools, technologies, and agentic patterns that can improve CRE effectiveness.

• Design, develop, and maintain automated workstation release validation and certification frameworks for Windows and macOS.
• Build automated functional, regression, integration, compatibility, system, and performance tests for operating system updates, application releases, endpoint configurations, security controls, drivers, and management policies.
• Create reusable test harnesses and synthetic user journeys that execute across supported laptop models and operating system versions.
• Build automated baselines and regression checks for CPU, memory, disk I/O, network utilization, login duration, application startup, device responsiveness, and stability.
• Automate test environment provisioning, test execution, evidence collection, cleanup, rollback, and results reporting across physical and virtual devices.
• Integrate automated tests and release quality gates into source control, CI/CD, release management, and defect management workflows.
• Partner with QA, Client Engineering, Microsoft Backend, Workstation Vulnerability Remediation, Information Security, and support teams to define coverage, acceptance criteria, defect severity, and release readiness.
• Develop release quality scorecards and clear go/no-go recommendations supported by traceable test evidence.

Success Measures:

• Deliver reliable agentic workflows and automation solutions that reduce manual effort and improve CRE operational outcomes.
• Deliver production-ready agentic workflows and automation solutions for CRE and endpoint support scenarios while meeting security, compliance, auditability, and operational requirements.
• Increase automation coverage across recurring CRE support scenarios.
• Reduce repetitive ticket handling, manual triage, and repeated troubleshooting effort.
• Improve automation success rate and reduce manual intervention through reliable workflow execution, exception handling, and clear handoff paths.
• Improve speed, consistency, and quality of incident/problem analysis.
• Demonstrate measurable impact through reduced ticket handling, faster analysis, fewer repeat issues, improved endpoint reliability, or improved employee experience.
• Build reusable automation components that can scale across multiple services and teams.
• Produce clear documentation, test evidence, quality metrics, and business impact reporting.
• Demonstrate responsible use of GenAI and agentic automation through human approval points, quality gates, auditability, and secure engineering practices.

• Reduce manual QA and workstation release validation effort through reliable automation.
• Increase automated test coverage across supported Windows and macOS versions, laptop models, and enterprise configurations.
• Detect functional, compatibility, and performance defects before production deployment.
• Reduce workstation incidents and employee-impacting regressions attributable to releases.
• Improve deployment success through measurable release quality gates and automated certification.
• Reduce time required to execute regression tests, identify defects, and produce release-readiness evidence.
• Deliver traceable reporting for test coverage, pass/fail results, defect trends, performance impact, and certification status.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Visa is an EEO Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Qualifications

Basic Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience.
• 3-5 years of experience in software development, automation engineering, AI/ML Engineering, agentic systems development, reliability engineering, platform engineering, endpoint engineering, or related technical roles.
• Demonstrated experience developing maintainable code, scripts, automations, integrations, or workflow-based solutions and agent-based applications.
• Hands-on experience developing automation, scripts, integrations, APIs, or workflow-based solutions in enterprise IT environments.
• Working knowledge of enterprise endpoint operations, including Windows/macOS support, endpoint management, software deployment, patching, compliance, telemetry, and troubleshooting.
• Ability to analyze service desk tickets, logs, endpoint telemetry, application behavior, and support patterns to identify practical automation opportunities.
• Proficiency in one or more programming or scripting languages such as Python, PowerShell, Bash, JavaScript/TypeScript, Java, or similar, with preference for experience building AI, LLM, API, and agent orchestration solutions.
• Experience with APIs, source control, testing, debugging, technical documentation, and core agentic AI capabilities.
• Familiarity with Large Language Models (LLMs), prompt engineering, Retrieval-Augmented Generation (RAG), agent frameworks, or AI orchestration concepts.
• Understanding of secure development practices, code review, logging, monitoring, and production-readiness expectations.
• Strong analytical and problem-solving skills with the ability to convert operational issues into engineered solutions.
• Ability to work independently and collaboratively across global, cross-functional teams.
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical stakeholders.

• Demonstrated experience designing and implementing automated test frameworks that validate software releases across Windows and macOS platforms, including functional, regression, integration, compatibility, performance, and release certification testing.
• Hands-on experience with one or more test automation frameworks such as Playwright, Selenium, Appium, Robot Framework, pytest, Pester, or comparable technologies.
• Experience automating performance and reliability validation for CPU, memory, disk I/O, network utilization, logon duration, application startup, process health, crashes, and endpoint responsiveness.
• Experience validating software across multiple device models, operating system versions, and enterprise endpoint configurations.
• Experience integrating automated tests with source control and CI/CD pipelines, including reporting, quality gates, and defect traceability.
• Practical experience with Windows automation using PowerShell and macOS automation using Bash, shell scripting, Python, or comparable tools.
• Ability to create deterministic, repeatable tests; define acceptance criteria; diagnose flaky tests; and distinguish product defects from test or environmental failures.

Preferred Qualifications:

• Experience building GenAI, LLM, RAG, chatbot, Copilot Studio, agentic workflow, or AI-assisted automation solutions.
• Hands-on experience with agent orchestration frameworks such as LangChain, LangGraph, CrewAI, AutoGen, Semantic Kernel, or similar technologies.
• Familiarity with Visa Agentic Toolchain concepts, including persistent sessions, shared context, quality gates, reusable artifacts, human approval points, and telemetry-driven outcomes.
• Experience with ServiceNow, Jira, GitHub, Azure DevOps, Power Platform, Copilot Studio, observability platforms, endpoint telemetry, or enterprise support data.
• Experience with reliability engineering, incident management, problem management, root cause analysis, or operational automation.
• Experience building dashboards, reports, or metrics to demonstrate automation effectiveness and business impact.
• Familiarity with Model Context Protocol (MCP), tool-calling patterns, function calling, and multi-agent patterns.
• Experience with CI/CD pipelines, automated testing, release validation, or controlled deployment processes.
• Understanding of ITIL practices, enterprise change management, support workflows, and service reliability principles.
• Experience working with vector databases, embeddings, semantic search, and knowledge retrieval systems.
• Ability to identify repeatable support patterns and convert them into scalable automation.
• Curiosity and adaptability in learning emerging AI, automation, and reliability engineering practices.

• Experience with endpoint engineering and management technologies such as Microsoft Intune, Windows Autopilot, MECM/SCCM, JAMF, configuration profiles, package deployment, and device compliance.
• Experience with Windows and macOS diagnostics and performance tooling such as Windows Performance Toolkit, Windows Performance Recorder/Analyzer, ProcMon, Event Tracing for Windows, Activity Monitor, Instruments, unified logging, or comparable tools.
• Experience with endpoint telemetry and observability platforms such as Nexthink, Microsoft Endpoint Analytics, Grafana, Azure Monitor, Splunk, Datadog, Dynatrace, New Relic, or comparable platforms.
• Experience building or operating automated physical and virtual device labs, including parallel execution across hardware and operating system matrices.
• Experience with test strategy, risk-based testing, defect lifecycle management, release criteria, and quality metrics in enterprise environments.
• Experience applying GenAI or agentic techniques to test generation, failure analysis, evidence summarization, defect triage, or adaptive workflow orchestration while maintaining deterministic quality gates and human oversight.

Visa is an EEO Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.