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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.