Brad Worthington

About Brad Worthington

INFORMATION TECHNOLOGY LEADERA relationship-focused solution provider with creative problem solving skills, working to ensure that customers find success with their products and services. A trusted advisor. A dedicated results-driven leader with over 25 years of information technology experience in Fin/Tech, having proven success in systems architecture and design, implementations, optimization, and strategic planning, consistently delivering effective solutions tied to business growth, organizational development and tactical objectives. Previously having overall responsibility for all Telecom & Contact Center platforms and functions for one of the largest Genesys PureConnect implementations across the US. Background includes experience with various Contact Center platforms, associated technologies/applications, and Scrum/Agile methodologies for efficient project delivery. Most recently managed the successful migrations to AWS Connect for the Service Desk, Sales, and Service/Operations divisions for National General Insurance.

Experience

1. Senior Project Manager

   National General

   Jan 2022 — Present

   Coordinate project management activities for large & small sized projects• Provide leadership and mentorship to Project Coordinators and other Project Managers• Develop and implement project management standards• Ensure that projects are delivered on-time, within scope and budget• Utilize Azure Devops (ADO) & Wrike for tracking projects for DevOps teams, and cross-functional teams (Agile & Waterfall)• Participate in daily SCRUM meetings• Support project backlog management & prioritization• Partner with Agile/Scrum teams to deliver high-quality features and enhancements in alignment with business priorities.• Work directly with LOB partners on all IVR changes for compliance, regulatory and customer needs• Work closely with IT, compliance, legal, and security teams to ensure adherence to regulatory and data protection requirements (e.g, PCI/PII, and related regulations)• Partner with the LOB leaders, Workforce Management (WFM), Quality Management (QM), and analytics teams to align routing strategies with agent utilization and customer satisfaction goalsKey Accomplishments in this role:• 2025 – Successful migration to AWS Connect for the Sales & Service divisions, as well as the Service Desk. Completed 65 total IVR & Contact Center projects, including the 3 AWS migrations, working closely with stakeholders across business, operations, IT, and vendor partners, helping to ensure IVR and call routing solutions were effective, compliant, and continuously evolving and optimized, to meet customer and enterprise needs.• 2024 – Led the efforts to deliver 92 different IVR & Contact Center projects

Skills

• Disaster Recovery
• Call Center
• Videoconferencing
• Pbx/Acd
• System Deployment
• Integrated Voice Response
• Interaction Center Handler Developer (Ichd)
• Call Centers
• Telecommunications
• Video Conferencing
• Quality Monitoring/Recording
• Cisco Interconnecting Network Devices (Icnd)
• Vendor Management
• Service Delivery
• Unified Communications
• Cisco Introduction to Networking Technologies (Intro)
• Training
• Software Documentation
• Sip
• Cti
• Networking
• Ivr
• Voice Over Ip
• Computer Telephony Integration
• Budgets
• Call Center University
• Budgeting
• Telephony
• Interaction Center Voip Professional (Icvp)
• Voip
• Vendor Management/Relationship
• Virtual Queuing Technology
• Voice Mail
• Queuing
• Workforce Management
• Management
• Avaya Technologies
• Team Leadership
• Integration
• Contact Centers