Mehak Rometra
Senior Solution Consultant (Emite Emea) @Prophecy International Pty Ltd
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WORK HISTORY
Senior Solution Consultant (Emite Emea) @Prophecy International Pty Ltd
England, GB
As an Analytics & Contact Centre Technology Consultant at Prophecy International, I support enterprise clients in maximising the value of their Genesys Cloud and eMite analytics platforms. My work focuses on ensuring reporting accuracy, optimising data pipelines, and resolving complex data integrity issues across large‑scale contact centre environments.I analyse end‑to‑end data flows, troubleshoot ingestion and transformation issues, and design optimised SQL logic to calculate key operational metrics such as occupancy, adherence, handle time, talk time, and ACW. I regularly investigate discrepancies between Genesys Cloud and downstream systems, using Elasticsearch, APIs, and Postman to validate data and restore reporting reliability.My role involves translating SOWs and business requirements into detailed technical tasks, collaborating with engineering and product teams, and supporting clients through incident management and production troubleshooting. I also contribute to the A3S reporting framework and build custom dashboards that deliver actionable insights for operational leaders.Key Skills: Genesys Cloud, eMite Analytics, SQL Server, Elasticsearch, API validation, data pipeline troubleshooting, reporting design, stakeholder collaboration, incident management.
EDUCATION
Amazon Web Services
AWS Re/Start, IT
Guru Nanak Dev University (GNDU), Amritsar
Master of Computer Applications, Computer Science
Guru Nanak Dev University
Master of Computer Applications - MCA, Computer Programming, Specific Applications
ABOUT MEHAK ROMETRA
Analytical and detail‑driven Techno‑Functional Consultant with 5+ years of experience delivering data‑driven solutions across Contact Centre Technology platforms including Genesys Cloud and eMite. I specialise in bridging business requirements with technical execution—designing reliable reporting frameworks, optimising data pipelines, and ensuring accuracy across operational metrics such as occupancy, adherence, handle time, and ACW.My background spans SQL development, Elasticsearch validation, API integrations, and end‑to‑end troubleshooting of complex data flows. I’m experienced in translating SOWs and business needs into actionable technical tasks, collaborating with cross‑functional teams, and supporting enterprise clients in fast‑paced environments.I enjoy solving data inconsistencies, improving reporting reliability, and enabling organisations to make confident, insight‑driven decisions. With a foundation in analytics, cloud technologies, and consulting, I bring a balanced mix of technical depth and stakeholder‑focused communication.Core Competencies :• Solution Design: Requirement Gathering, Gap Analysis, SOW Translation, User Stories • Analytics & BI: SQL Server, Elasticsearch, Genesys Cloud, eMite Analytics, SAP BI/BW • Technical Integration: REST APIs, Postman, AWS Cloud Infrastructure • Project Delivery: Agile (Scrum/Kanban), Waterfall, SDLC, UAT, Stakeholder Management • Operations: Incident Management (Jira), Root-Cause Analysis, Data Pipeline Troubleshooting
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