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Moises Alfonzo

Genesys Software Engineer

Genesys Software Engineer
Senior CTI Consultant, Genesys IVR& eServices Developer, Backend Developer, IT Analyst, Tech Leader, Tech PM
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Moises Alfonzo
40 years old
Asuncion (001413) Paraguay
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Professional Status
Employed
Available
About Me
Fueled by an insatiable curiosity, I’m always eager to explore new learning opportunities in the IT world.
My experience spans software development, telecommunications, infrastructure, and contact centers.

I truly believe in the power of active listening—valuing every request, opinion, and suggestion to deliver the best solutions. As a collaborative professional, I’m committed not only to growing my own skills but also to sharing knowledge and empowering my team to achieve success together.
Experiences
  • Architecting and implementing advanced routing logic in Genesys Architect and Composer, including complex IVR flows, queue transfers, in-queue messaging, and digital interaction handling through Data Tables, Data Actions, Triggers, and custom Events.
  • Designing and maintaining RESTful integrations between Genesys Cloud CX and internal platforms using Spring Boot (Java 11/21) microservices, leveraging Spring Cloud ecosystem (OpenFeign, Resilience4j Circuit Breaker), with deployment pipelines orchestrated via Jenkins and monitored through Rancher in Kubernetes-based environments. Implementing distributed event-driven architectures using Apache Kafka, Kafka Streams, and Confluent Schema Registry with AVRO serialization for high-throughput, scalable message processing across multiple Kafka clusters.
  • Developing and supporting custom backend components in Java (Spring Boot 3.x) and Node.js, such as internal tooling, portals, and data sync services that interact with Genesys Cloud entities (users, queues, scripts, outbound campaigns) via Genesys Cloud Platform API SDK. Building frontend applications using Angular 18, TypeScript, and Angular Material for real-time dashboards and monitoring interfaces.
  • Development of a middleware platform that integrates core business data with Genesys Cloud, and a second integration layer exposing Genesys Cloud APIs to internal systems, simplifying access to agent and queue data. Implementing event correlation and state management using Kafka Streams State Stores for distributed, horizontally scalable microservices.
  • Performing end-to-end troubleshooting and performance optimization across voice, email, chat, callback, and outbound channels, including wrap-up behavior tuning, dialer result strategies, and contact list automation. Implementing comprehensive observability solutions using Prometheus, Micrometer, Elastic APM, and distributed tracing with Spring Cloud Sleuth for production monitoring and debugging.
  • Supporting and accelerating migration efforts from Genesys Engage to Cloud CX, ensuring scalability, maintainability, and compliance with data protection regulations (e.g., GDPR), with a strong focus on cross-functional alignment. Developing custom Genesys Workspace Desktop Edition (WDE) modules in C# for agent productivity enhancements and workflow automation.
  • Implementing containerized microservices with Docker and Helm charts, managing multi-environment deployments (development, integration, staging, production) across Kubernetes clusters. Writing comprehensive test suites using JUnit 5, Cucumber (BDD), and Rest Assured, and documenting APIs using OpenAPI 3.0/Swagger specifications.
  • Coordinating enterprise solution delivery across cross-functional teams, facilitating requirements gathering, technical design reviews, and stakeholder alignment for corporate-wide initiatives.
  • Leading solution architecture discussions and translating business requirements into technical specifications for development teams.
  • Managing project timelines, resource allocation, and risk mitigation strategies while ensuring alignment with organizational standards and compliance requirements.
  • Facilitating communication between business stakeholders, technical teams, and external vendors to ensure seamless delivery of integrated solutions.
  • Project Management and Team Leadership:

    Agile Leadership: Directed a development team using Jira for agile project management, ensuring that sprint goals were met and software delivery was on schedule.

    Technical Oversight: Provided technical leadership for software development projects, ensuring best practices were followed in coding, testing, and deployment.

    Project Execution: Managed the end-to-end execution of projects with Jira, facilitating timely and aligned delivery with organizational objectives.

    Client & Team Interface: Served as a pivotal liaison using Jira for ticket management, enhancing communication between clients and development teams to achieve project milestones.

    Mentorship & Policy Development: Mentored developers in drafting and enforcing procedures and policies that enhanced service reliability and product performance.

    Inter-Team Relations: Built and maintained strong relationships across all teams, fostering a culture of collaboration and adherence to industry best practices.

    Workflow Management: Utilized Jira to coordinate cross-functional team efforts, driving efficient workflows and ensuring successful project completions.

    Development Practices: Led code reviews, facilitated technical discussions, and ensured continuous integration and continuous deployment (CI/CD) practices were optimized for performance.
  • Professional Services Architect:

    VoIP Solutions Expertise: Led the design and deployment of customized VoIP solutions, including Genesys, Audiocodes and another vendors, aligning with clients’ specific business needs to elevate customer experience and operational performance.

    Cross-Functional Collaboration: Partnered with sales, engineering, and product management teams to facilitate seamless project execution from initial consultation through to post-implementation support.

    Business Process Analysis: Performed in-depth analyses of clients' business processes, delivering strategic guidance on system configurations, integrations, and bespoke customizations.

    Client Training and Enablement: Conducted interactive training sessions for clients, enhancing their competence in managing and utilizing Genesys platforms to full potential.

    Client Relationship Management: Served as the go-to contact for clients, fostering robust relationships and achieving sustained satisfaction with service delivery.

    Continuous Learning and Development: Kept current with the latest updates from Genesys, staying on the cutting edge of industry standards and technology advancements to refine and expand consulting offerings.
  • Led and oversaw the execution of contact center projects, ensuring timely delivery and alignment with organizational goals.
  • Administered contact center infrastructure, optimizing for reliability and performance. More than 100 servers, included RHEL7, Win2K12+, MSSQL Server, Apache Tomcat, Apache Cassandra, Elastic Search, Genesys Engage Suite, AudioCodes SBC, Alcatel OXE.
  • Managed relationships with providers, ensuring consistent service levels and efficient contract negotiations.
  • Cultivated strong relationships with Operational Assisted Teams, ensuring smooth operations and adherence to best practices.
  • Collaborated closely with Genesys Developers Teams, promoting efficient workflows and timely project completion.
  • Formulated and implemented policies for contact center infrastructure, fostering best practices and ensuring regulatory compliance.
  • Acted as the liaison point between departments, facilitating effective communication and collaboration to achieve project and organizational objectives.
  • Implementations and support of Genesys Engage aplications, Development of Genesys applications (Voice, Multimedia, SDK).
    • High Availability
    • Disaster Recovery
    • Windows Server Failover Clustering
    • NLB
  • Developed connectors to facilitate seamless integrations between systems and platforms.
    Utilized a diverse range of technologies including API Rest, SOAP, SQL, Javascript, JAVA, and Python to design and implement solutions.
  • Ensured efficient data communication and transfer by leveraging appropriate protocols and methodologies.
  • Collaborated with cross-functional teams to understand integration requirements and provided technical expertise
  • Development, and deployment of robust Java-based web and desktop applications, ensuring optimal performance and user experience.
  • Dynamic web pages using JSP and JSF, incorporating Javascript, Ajax, CSS, and HTML for front-end functionalities and responsive design.
  • Developed and maintained server-side applications using Bash, Python and C scripts in a Linux environment, optimizing server operations and automating routine tasks.
  • Implemented advanced features and enhancements using AJAX for asynchronous web parts, enhancing page responsiveness and interactivity.
  • Regularly performed code reviews, debugging, and refactoring to ensure the maintainability and scalability of applications.
  • Utilized CSS and HTML to design and style user interfaces, ensuring compatibility across multiple browsers and devices.