Rosetta is a translation system which provides high-quality, real time translations on MessageUs (MU) channel and enables Amazon Customer Service to resolve customers’ issues regardless of the language of the CSA or the customer. With Rosetta, Amazon can help customers in multiple regions solve their problems (vs. only supporting customers in the regions where a CSAs language is spoken), especially during peak or unforeseen periods when CSAs who speak the customer’s language may not be available. Rosetta is a collection of core capabilities, which include components such as custom Translation Memory (TM), Machine Translation (MT), and Machine Learning (ML). It is also an integrated experience, with translation functionality embedded in MU interfaces, and with customizable product add-ons such as Rosetta Translate, Sentence Recommender (SR) and RosaLISA.
In the Consumer Vertical, Rosetta is enabled for the EU, NA and APAC regions, covering 10+ stores (DE, FR, IT, ES, SE, NL, TR, JP, CA(French), US(Spanish), BR) supporting Message Us channel, while reducing email-Rosetta contribution; as email is a deprecating channel.
The Rosetta Language Specialist (LS) team serves as the bridge between those involved in Rosetta tool development and those using Rosetta tool. We identify translation errors through weekly audits and help mitigate its immediate impact through short-term fixes on Rosetta tool users in CS Rosetta Operations. We escalate these errors to the development team for long term correction and tool improvement. Additionally, we also coach Rosetta CSAs on the basis of audits to improve their soft skills, and share flyers for awareness on various Rosetta tool limitations and cultural knowledge to help CSAs work effectively with Rosetta.
Our team currently supports DE, FR, IT, ES, JP, NA(ES), CA(FR), and BR Rosetta stores.
Key job responsibilities
We support CS Rosetta Operations in delivering above the bar service to our customers while using Rosetta.
Contact us for LS support through our SIMs for:
• Mining and analysis requests
• Culture and communication training requests
• Rosetta specific content creation requests
• Deep dives on Rosetta translation quality impact
• Other ad-hoc requests • Graduate degree in any discipline
• Proficient in French and English. Candidate must demonstrate language proficiency in all the following writing, reading and comprehension. Required language level: C1/C2/Advanced Diploma.• Graduate degree in any discipline
• Proficient in French and English. Candidate must demonstrate language proficiency in all the following writing, reading and comprehension. Required language level: C1/C2/Advanced Diploma.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
