Contact Center Automation
Gives Customer Service Teams
the Freedom to Do More

People First

Customer service teams are the heart of a company and its brand.

We believe that real people – human beings – will always be an important part of customer service.

Technology and AI will make that interaction easier, better, and more efficient – but ultimately human beings want to talk, interact, and connect with other human beings – especially when it comes to solving problems.

We believe in technology, and specifically, technology in service of people – real people – to give them the freedom and flexibility to do their jobs better and with greater satisfaction.

Together, we can make contact centers play a central and strategic role in your company’s success, by delivering substantially improved efficiency, more engaged agents, and a better customer experience.

Core Values


Servant’s Heart

We are inspired to create a better world by living a culture of service to each other, to our customers, and to our community.


Craftsman’s Attitude

We are accountable for our results and behaviors, taking pride in what we do and how we do it. We strive to be self-aware and open to learning so we can be better every day.


Revolutionary Spirit

We approach everyday with thoughtful urgency, energy and passion to add value by challenging the norm and innovating new ways of doing.

Our Leadership Team

Meet our senior leaders. These innovators are bound by a revolutionary spirit, and they’re passionate about making a positive, lasting difference on how to better serve customers.

Matt McConnell


Matt is Chairman and CEO of Intradiem. He founded the company in 1995 with a vision of reinventing customer service through automation and artificial intelligence. Today, Intradiem is the leading provider of Intelligent Automation solutions for customer service teams. Matt graduated from The Georgia Institute of Technology with a Bachelor of Science degree in Industrial and Systems Engineering.

Jennifer Lee

President & Chief Operating Officer

Jennifer has 20 years’ experience in the contact center industry with more than 15 years as a people leader. Throughout her career, Jennifer has served in a variety of roles in the contact center space, including operations, quality, workforce management, and client services. As Chief Operating Officer, Jennifer leads Intradiem’s Product Management, Product Marketing, Marketing, and Customer Success teams. Prior to this role, Jennifer has served as Chief Strategy Officer and has led the Customer Success organization.

Bryan Jones

Chief Financial Officer

Bryan is the Chief Financial Officer at Intradiem. He started with the company in 2015 and has most recently served as Intradiem’s Vice President of Financial Planning & Analysis. His expertise in corporate finance is backed by nearly 30 years of experience in various finance roles including: financial forecasting and analysis; investor relations; as well as mergers and acquisitions. Bryan brings a diverse industry background to the company. He holds a Masters of Business Administration from the Robinson School of Business at Georgia State University and a Bachelors of Finance from Auburn University.

Kevin Wilson

Chief Technology Officer

In his role of Chief Technology Officer, Kevin is responsible for product architecture, development, quality and sustaining engineering, as well as development and security operations. Kevin was Vice President of Operations before moving to his current role. Prior to joining Intradiem, he served as the Chief Technology Officer at Teltronics, a communications company providing mission critical switching and ACD systems. Kevin brings over 20 years of call center technologies and telecom experience to Intradiem. Kevin has a Bachelor of Science in Electrical Engineering from Coventry University in England.

Kim Hiler

Chief People Officer

In Kim Hiler’s role as Intradiem’s Chief People Officer, she leads the people strategy and execution for Intradiem. Kim brings more than 20 years of experience as a successful leader of key growth initiatives in HR and employee culture for World 50, Fiserv, and TRX. She has led initiatives in employee benefits, compensation, employee programs, employee relations, talent acquisition, and talent management.

Kim holds a Master of Business Administration from the University of Delaware and a Bachelor of Arts in Labor and Industrial Relations from The Pennsylvania State University.

Tom Russell

Chief Marketing Officer

As the Chief Marketing Officer, Tom oversees the brand strategy for Intradiem. He has over 25 years of experience in marketing across a broad range of B2B and B2C companies, including prior leadership roles at Everspring Inc.,, Orbitz Worldwide, OfficeMax, Vista Technology, Installshield Software, and Platinum Technology. Tom holds a Bachelor’s Degree in Business Administration from the University of Notre Dame and a Master’s Degree in Business Administration from Northwestern University’s J.L. Kellogg School of Graduate Management.

Haresh Gangwani

Executive Vice President, Global Alliances and Managing Director, UK

Haresh assumes overall responsibility for Intradiem’s UK sales and business development operations. He will also continue to lead Intradiem’s global alliance strategy, building partnerships and enabling new partners’ implementations of Intradiem solutions. Prior to Intradiem, he co-founded and was CEO of Bolstra, a Customer Success management platform company. Haresh also spent 15 years at Aprimo, Inc. in roles ranging from Product Strategy, Business Development to Strategic Alliances. A constant evangelist for agent engagement and customer experience, Haresh is passionate about helping contact center organizations improve efficiencies, while also delivering the best possible experiences for their employees and customers. He holds a Masters of Business Administration and a Bachelors of Computer Information Systems from the University of Indianapolis.

Tim FitzGerald

Executive Vice President, Sales

Tim FitzGerald is the Executive Vice President of Sales for Intradem globally. He brings more than 36 years of global sales and executive management experience to Intradiem, growing and scaling emerging technology companies. Tim joins Intradiem from Drishti Technologies where he served as Vice President of Global Sales and Alliances. His prior role at Zinc was Vice President of Sales leading the Sales, Solutions and Business Development teams. Previous to Zinc, Tim played a key role in ServiceMax’s strategic account program expansion and the eventual acquisition of ServiceMax by General Electric. Tim is a graduate of Auburn University and resides in Atlanta, GA.

Join Our Team

We know that having engaged employees is the key to our success. We offer top-notch working conditions and competitive pay, but more than that, we treat everyone as if they are family.

Ready to Learn More?

Power and flexibility to modernize your contact center and create a lasting impact for your business.