Analytics. Technology. Operations. One Connected View.
ShifAIGen is a specialist consulting practice focused on contact center analytics, business intelligence, telephony engineering and AI-driven automation.
Why the practice exists
Contact center problems rarely sit inside one discipline. A falling connect rate might be a list problem, a pacing configuration, a carrier issue, or a reporting artifact — and the usual response is to involve four different specialists who each rule out their own layer.
ShifAIGen exists to work across those layers at once. The same practitioner who can read a Power BI model can also read a dialer configuration, a webhook payload and a call detail record — which is generally what it takes to get to a real answer rather than a plausible one.
Engagements are delivered directly by the principal consultant. There is no account team layer, no handoff between the person who scoped the work and the person who does it.
Sameer Khan
Principal Consultant — Contact Center Analytics & Business Intelligence
A principal-level practitioner with 18+ years of experience spanning contact center operations technology, analytics engineering and AI-driven automation.
Contact Center Platforms (Five9 / CCaaS)
Five9 VCC administration, IVR and ACD design, campaign and dialer optimization, API integrations (SOAP / REST) and telephony troubleshooting.
Business Intelligence (Power BI)
Enterprise Power BI development — data modeling, DAX, performance optimization, executive dashboards and contact center KPI frameworks covering SLA, AHT, ACW, occupancy, abandonment and FCR.
Data & Analytics Engineering
Call log and disposition analysis, agent performance analytics, lead scoring and operational reporting automation.
Principal-Level Expertise. Practical Business Impact.
How we work with clients
Remote-first, direct, and documented — so capability stays with your team after the engagement ends.
Remote-first delivery
Consulting is delivered remotely, with meetings scheduled inside agreed core hours so there is reliable overlap with your working day. Services are quoted and invoiced in USD.
Direct engagement
You work with the principal consultant throughout. The person in the scoping call is the person building the model, writing the DAX and reading the platform logs.
Documentation built in
Documentation and knowledge transfer are part of delivery, not an optional final phase. The objective is an internal team that can maintain and extend the work.
Flexible structures
Advisory, project-based, retainer and fractional analytics leadership. Scope and commercials are agreed per engagement rather than sold as a fixed product tier.
Evidence over assertion
Performance claims come with before/after measurements. Classification accuracy comes with a benchmark. Where something is uncertain, it is stated as uncertain.
Confidentiality
Client data, configurations and results are treated as confidential and are not published or referenced without explicit written approval.
Let’s Turn Your Contact Center Data Into an Advantage.
Tell us what you’re trying to solve. We’ll help identify the data, technology and analytics required to move forward.