Umesh Chandra Chaurasia

• Part of the F-I Team in infinit.cx for enhancement project Genesys engage solution center to upgrade solution to version form 8.2 to 8.5.

· Contact Center System Administration and Technical Support.

· Vendor Coordination/Change request coordination and approval.

· Maintained historical & real-time Genesys Reports utilizing Brio & Crystal reports.

· Working in close connection with Canaplus vendor inside Genesys to implementing the SCB Click to chat application.

· Object based routing solutions that deliver advanced skills and last agent based routing using business data. Real-time configurable routing parameters using CME and database based option settings.

· Complete Understanding of the Genesys Multimedia (Chat) components: Web API server, Interaction server, UCS, Chat server.

· Monitor call center objects using CCPulse+ to resolve the issues.

· Managing 24x7 supports for SCB Phone-Banking staff.

• Responsibilities are to support highly business critical applications in externally influenced environment
• Our basic approach is to support level 2 (L2).
• To provide hourly based health check various server and application in the Level one (L1) support Team.
• To carry out Health check activity hourly based for different application like TTY, ATP, SYMON, Virtual hold etc.
• Ensure compliance with defined support activities within the time period. Some health based on hourly and some application health check once is day before the operational hour.
• Text Telephony (TTY), CTI Call Routing aspect, CTI Call Routing AVAYA ACM19, IVR/Routing to live agent, ACM 19, Infomart, ATP, Virtual hold WFM all are hourly based health check.
• SYMON, Nice ACM5 & GAPS application heath check need to do once in day before 08:00 AM EST.

• Performed the role of Developer to change the store number impacted variables from 4-bytes to 5-bytes and other impacted store number variables in COBOL programs, and in COBCOPY and copybooks also and accordingly the PROCs (jcls) which calls the programs.
• Also written ONE TIME JOBS,BRIDGES (jcls) to convert 4byte file to 5byte file and vice-versa.
• Also rewritten EZT Programs in to COBOL programs as per the client requirements.
• Created checklist for COBOL programs.
• Also performed the Role of Mentor: Mentored juniors in Analysis, Coding, Testing, Reviewing the code changes done, and their overall work. Involved in Delivering the procs to Onsite team.
• Part of the UAT (User acceptance testing) team at Offshore. UAT team performs the same process of Onsite team in order to reduce the workload at Onsite. Involved in reviewing the CICS ,COBOL,EZT programs, procs,jcls and making the required test plans and documentation and delivering them to Client.